Patient Experience Representative

Prenuvo · Vancouver, British Colombia, Canada

  • Junior
  • Full-time
  • Posted 2026-07-29
  • Confirmed live on 25 September 2026

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Job description

About Us

At Prenuvo, we are on a mission to flip the paradigm from reactive “sick-care” to proactive health care. Our award-winning whole body scan is fast (under 1 hour), safe (MRI has no ionizing radiation), and non-invasive (no contrast). Our unique integrated stack of optimized hardware, software, and increasingly AI, coupled with the patient-centric experience across our domestic and global clinics, have allowed us to lead the change against “we caught it too late again".

We are looking for a full time Patient Experience Representative to join our growing team! based out of our Vancouver Head Office.

This is a crucial role for our Patient Experience team - you will support sales, patient care and retention efforts by assisting with incoming inquiries and requests. As a Patient Experience Representative in a company that values patient experience, you will play a key role in shaping and improving the patient experience, providing exceptional customer service to patients and ensuring they have a positive experience. Our patients’ well-being is our top priority!

To succeed in this role, you must be highly customer-focused and have a strong understanding of patients' needs and preferences. You should be comfortable working in a fast-paced startup environment and be able to prioritize competing demands. Strong communication and interpersonal skills are essential, as is the ability to analyze data and use it to inform decision-making.

This role does not provide visa sponsorship. Applicants must be legally authorized to work in Canada at the time of hire and must not require employer sponsorship for a work visa (current or future).

Help reshape the world through proactive healthcare while working with cutting-edge technology and high performing teams with deep expertise - join us to make a difference in people’s lives!

What You’ll Do

• Provide excellent customer service to patients through various phone, email, and chat channels.

• Respond to inquiries and resolve patient issues (patients and physicians) in a timely and professional manner.

• Educate patients on the organization's services, policies, and procedures.

• Assist patients with account setup and management, including login issues, password resets, and billing questions.

• Escalate complex issues to appropriate departments for resolution.

• Maintain accurate records of patient interactions and follow up on outstanding issues.

• Identify opportunities to improve patient satisfaction and retention.

• Participate in training and professional development activities to stay up-to-date on company products and services.

• Collaborate with other departments, such as sales and marketing, to provide a seamless patient experience.

• Assist in scheduling patient appointments for scans

• Guide patients with their medical intake forms and troubleshoot related issues

• Act as a primary contact to manage and resolve incoming complaints with products or services

• Remain calm and use supportive language when dealing with upset patients and stressful situations

• Engage in new patient calls and milestone patient retention calls

• Use established systems and structures to record and report on patient satisfaction

• Have a willingness to take on other tasks and projects as they arise

What You’ll Bring

• Industry experience in customer support, service, and success is an asset

• You’re self-aware and open-minded - functioning with a high level of emotional intelligence and an inclusive approach

• You’re reliable and self-motivated - excited by fast-paced work, and can work well under pressure

• Strong interpersonal skills - ability to communicate in a professional and courteous manner with patients, coworkers, management, and medical professionals

• Excellent written and verbal communication skills - interpersonal and collaborative skills

• Ability to multitask and prioritize in a fast-paced environment.

• Professionalism - you will personify the welcoming face of our clinics and services

• Understanding and exhibiting a high emphasis on patient privacy and confidentiality

• Exceptional time management skills, exhibiting sound judgment, and the ability to multi-task is paramount.

• Ability to work flexible hours, including weekends and holidays.

• You’re passionate about the Prenuvo mission - you will be able to make an impact with your work as we are constantly evolving and implementing improvements

Our Values

First: we are Pioneers

• Transforming healthcare requires divergent thinking, bias for action, disciplined experimentation, and consistent grit and determination to maintain momentum. This journey is as challenging as it is rewarding.

Second: we are Platform-Builders

• We’re always building foundations that allow us to achieve tomorrow more than we did today. We never lose sight of what’s ahead – in a mindset of ownership and duty to our mission.

Above all: we are Patients

• We could all be the next person who walk

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