Patient Care Concierge - Team Trainer

About Us

Today, we are more hungry than ever for data on our sleep, heart rate, training, recovery, genetics, you name it. But getting any insights into what is really happening in our bodies has been elusive. The 100 year old physical just does not cut it anymore. Prenuvo is a whole body MRI scan in under an hour - enhanced by AI. It allows you to move from a passenger to a driver by taking charge of your health. We are a mission driven company and the brand that pioneered the use of advanced MRI using AI to proactively screen for cancer and disease. Based on over 10 years of clinical research, Prenuvo can detect solid tumors at Stage 1 and over 500 other health conditions, leading to much better health outcomes for its patients. Prenuvo operates preventative screening clinics in Vancouver, Silicon Valley, Dallas, Boca Raton, Minneapolis, Los Angeles, New York City, 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 Patient Care Concierge, Team Trainer to join our US-based team. Our ideal candidate is a highly motivated and compassionate individual who has strong leadership skills and expertise in training methodologies. We are looking for team players who are passionate about their current and future teammates’ learning and development. This role will directly impact the success of our expansion and support our current PCC team’s talent. Travel throughout the US is required - therefore candidates near to our US clinic locations will be eligible for consideration. 

What You'll Do

As a Patient Care Team Trainer, you will play a crucial role in developing and implementing comprehensive training programs that equip our Patient Care Concierge team members with the knowledge, skills, and mindset to excel in their role while providing onsite leadership, professional development, and onboarding support for new hires.

New Clinic Set Up

• Travel to new clinics to support the establishment of the Patient Care Concierge (PCC) team. You are expected to travel 60-80% of the time, up to 3 months per trip, as required
• Establish standardized processes and best practices for patient interactions to ensure consistency and excellence in service delivery
• Identify, document, and create repeatable templates, checklists, and scalable SOPs for preparations related to opening a clinic
• Perform the duties of the PCC role alongside the clinic team until they are ready to operate the clinic independently
• Prepare the clinic setup including tasks such as shopping for office supplies and assembling office furniture and small storage units, ordering snacks and drinks, creating all online clinic accounts for future orders, establish cleaning and laundry services, arrange employee workstations, ordering scrubs, and setting up the patient changing rooms and snack areas

Recruitment and Onboarding 

• Assist the Talent Acquisition team with recruiting by screening, interviewing, onboarding, and training of new PCC team members
• Develop and deliver comprehensive training programs for the patient care concierge team, ensuring they are equipped with the knowledge and skills to deliver outstanding service to our patients
• Host department orientation and onboarding for new PCC team members
• Create training materials, including manuals, presentations, and interactive exercises, to facilitate effective learning and skill development - ideally supporting the build of a functional LMS system we can rely on as we scale
• Conduct orientation sessions for new team members, providing an overview of our clinic's policies, procedures, and service standards
• Train team members on effectively managing patient inquiries, scheduling appointments, and providing accurate information about MRI procedures and preparations

Performance Evaluation, Training & Development 

• Ongoing assessments of the PCC workflows and tools to ensure efficiency and streamline or automate processes where available
• Monitor performance metrics to identify areas for improvement and refinement
• Working with coordinating departments to identify any gaps in workflows and training manuals to address errors and maximize performance
• Improve system workflows based on team feedback and serve as a liaison between external departments to incorporate improvements
• Monitor and evaluate the performance of the patient care concierge team, providing f