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Prenuvo is transforming healthcare from reactive sick-care to proactive wellness through award-winning whole-body MRI scans combined with AI-driven analysis. The Patient Resolution & Complaints Administrator will own the end-to-end complaint management lifecycle, serving as the primary relationship owner and system administrator for all patient concerns.
Key responsibilities include: (1) Complaint Intake & File Creation—monitor complaints across all channels, create comprehensive case files in the central system (PHP) with severity tiers and risk flags, and serve as the main patient-facing contact via preferred communication methods; (2) Case Management & Specialist Coordination—investigate cases, assess severity, and coordinate with specialized internal pods (Clinical Review, Refund & Financial, Legal/Risk, Operations/Root Cause) while shielding backend specialists from direct patient contact; (3) Resolution & Communication—deliver final decisions with empathy and clarity, issue refunds or credits where appropriate, and meticulously document outcomes; (4) Continuous Improvement—tag cases to support trend analysis and monitor KPIs including Time to Acknowledgment, Time to First Human Contact, Resolution Time by Category, and Root Cause Categories.
The ideal candidate brings 3+ years of experience in patient advocacy, healthcare operations, customer resolution, or escalations management. You'll need exceptional emotional intelligence, active listening, and conflict de-escalation skills—the ability to transform frustrated patients into brand champions. Strong operational and project-management mindset with excellence in tracking multiple concurrent cases, attention to detail, and ability to work cross-functionally. Proficiency with case management systems and comfort with healthcare workflows is essential. You must be legally authorized to work in the United States; no visa sponsorship is available.
