Patient Care Concierge

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, and Los Angeles. Our New York City clinic will be opening soon. Chicago, Boston, Atlanta, Seattle, and Washington DC will be opening this year.

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 to join our New York City 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 current clinic operating hours are Mon - Fri: 6am to 10pm, Sat - Sun: 7:15am to 8:15pm but these hours will be determined by the demand in this location's area. This role may require scheduling for weekdays and a rotation of weekends as needed. It is an on-site, full-time, permanent position. All clinic employees must be fully vaccinated against COVID-19. 

What You'll Do

As a Patient Care Concierge, you will be responsible for managing 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! 

The stages of our Patient Experience are outlined alongside the corresponding role responsibilities below: 

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

• Escort to change room and scan instructions
• Technologist communication

Patient Post Scan Support

• 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

Sales Support

• As required

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 fast-paced work, and are able to work well under pressure
• Industry experience in customer support, service, and success is an asset
• 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
• Professionalism - personifying as 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 jud