Patient Care Concierge, Team Lead

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 of our clinics across North America, have allowed us to lead the charge against “we caught it too late again.” Prenuvo operates preventative screening clinics in Vancouver, Silicon Valley, Dallas, Boca Raton, Minneapolis, Los Angeles, New York City, Bethesda, and Chicago, with more clinics in North America and internationally in the next 2 years.

The Opportunity

We are changing healthcare and bringing a slow moving goliath of an industry into the present while blazing a trail into the future of radiology and clinical operations through software, automation and AI. We are looking for a Full-time Patient Care Concierge Team Lead to join our Chicago clinic team! Our ideal candidate is a team-player and natural problem-solver. They are able to bring genuine compassion and their sharp attention to detail to care for real people each day. Our clinic will operate up to (7) days a week at full capacity - Monday to Sunday. This role may require scheduling for weekdays, weeknights and weekends as needed. It is an on-site position.

What You'll Do

As a Patient Care Concierge, Team Lead, you will provide onsite leadership, training, and support to our Chicago Patient Care team. You will also be responsible for efficient operations of the clinic location, including day-to-day involvement with our patients from the moment they are booked to the time they receive their post-scan follow up - ensuring their journey is smooth and they feel well-taken care of. Our patients’ wellbeing is our top priority!

Team Lead Responsibilities:

• Hosting regular one-on-one meetings with PCCs to give/receive feedback, provide updates on processes and the company, discuss career growth opportunities, and to check-in with each team member individually
• Hosting team meetings to ensure everyone is aligned on systems and processes
• Finding coverage if someone is sick or needs time off and adjusting the schedule to ensure all shifts are covered
• Offering support by answering questions and helping find solutions in difficult situations
• Taking the lead with ordering clinic supplies and inventory
• Overseeing that tasks are being completed and prioritized appropriately
• Supporting with hiring and onboarding process, interviewing candidates, training new PCCs
• Building training materials for new hires
• Collaborating with other teams (sales, techs, radiologists etc) to create a seamless member experience
• Assessing current workflows and processes to improve them

Patient Support 

• Phone, Email, In-person
• Pre-scan questions (e.g., helping with medical intake form, giving directions, parking)
• Post-scan questions (e.g., when they will receive their report, how to schedule consultation call)
• Issue identification, troubleshooting and reporting

Pre-scan Patient Outreach 

• Appointment Reminders
• Safety and Health/Medical intake form completion status reviews and reminders prior to arrival

Patient Arrivals & Intake 

• Technologist communication
• Identity verification
• Payment processing/verification
• Health Practitioner Verification
• Contact details
• Report distribution method(s) 
• Medical intake form assistance
• Prescription protocol and policies
• Patient orientation/preparation
• Set scan expectations
• Provide report access instructions
• Assist with app installation issues

Patient Scan Preparation & Post-scan Support 

• Escort to change room and scan instructions
• Technologist communication
• Reiterate next steps and what to expect
• Patient follow ups and requests
• Booking follow up scans
• Satisfaction survey
• Calls informing report availability
• Assisting with Nurse Practitioner consultation call scheduling
• Asking for referrals and review
• Report distribution
• Coordinating with Health Practitioners
• Amplification of Patient Experience

What You'll Bring

• 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