Patient Experience Representative

About the Company

Prenuvo is focused on shifting healthcare from reacting to illness toward earlier, proactive prevention. Its whole-body scan is designed to be quick, safe, and non-invasive: the scan takes under an hour, uses MRI without ionizing radiation, and does not require contrast. The company combines optimized hardware, software, and AI with a patient-centered clinic experience across its domestic and international locations.

The team is hiring a Patient Experience Representative for its Toronto head office. This role is central to the Patient Experience function and supports sales, patient care, and retention by handling incoming questions and requests.

The position is suited to someone who puts patients first, communicates clearly, and can stay organized in a fast-moving startup environment. The role also requires the ability to interpret data, work collaboratively, and balance competing priorities while maintaining a high standard of service.

This opportunity does not include visa sponsorship. Candidates must already be legally allowed to work in Canada when hired and must not need employer sponsorship now or in the future.

What You'll Do

• Deliver friendly, professional support to patients through phone, email, and chat.
• Handle patient and physician questions, and work toward timely issue resolution.
• Explain the organization’s services, policies, and processes in a clear way.
• Assist with account creation and day-to-day account management, including login problems, password resets, and billing-related concerns.
• Route complex matters to the right internal teams for follow-up and closure.
• Keep detailed and accurate records of patient interactions and track open items through completion.
• Look for ways to strengthen satisfaction and improve patient retention.
• Take part in training and ongoing learning to stay current on products and services.
• Work with sales, marketing, and other teams to create a smooth patient journey.
• Support appointment scheduling for scans.
• Help patients complete medical intake forms and resolve related technical or procedural issues.
• Serve as a main point of contact for complaints related to products or services.
• Stay calm, reassuring, and supportive when speaking with upset patients or handling stressful situations.
• Participate in new patient outreach calls and milestone-based retention calls.
• Use the company’s systems and processes to track and report patient satisfaction.
• Take on additional tasks and projects as needed.

What You'll Bring

• Experience in customer support, service, or customer success is beneficial.
• A self-aware, open-minded approach with strong emotional intelligence and inclusion-minded behavior.
• Dependability, self-motivation, and comfort working in a fast-paced environment under pressure.
• Strong people skills and the ability to communicate professionally and politely with patients, colleagues, leaders, and medical professionals.
• Excellent written and spoken communication abilities, along with collaborative interpersonal skills.
• The ability to manage several tasks at once and set priorities effectively.
• A polished, professional presence that reflects the clinics and services well.
• Strong respect for patient privacy and confidentiality.
• Solid judgment and time management skills, with the ability to handle multiple priorities.
• Availability to work flexible hours, including weekends and holidays.
• Interest in Prenuvo’s mission and a willingness to contribute to ongoing improvement efforts.

Our Values

Pioneers: The company believes healthcare change requires original thinking, quick action, disciplined testing, and persistence.

Platform-Builders: The team focuses on building strong foundations that support future progress and a strong sense of ownership.

Patients first: Everyone is encouraged to think like a patient, recognizing the importance of clarity, reassurance, and impact.

What We Offer

• The chance to make a meaningful difference in people’s health and well-being.
• Free whole-body scans for team members as part of the company’s preventative care philosophy.
• Opportunities for growth and development as the company expands.
• A weekly team gathering to connect, share, and socialize.
• A flexible vacation policy and encouragement to take time off to recharge.
• A benefits package that includes health, dental, vision, and mental health coverage.
• Access for eligible Canadian employees to RRSP and TFSA savings plans with immediate optional enrollment and no company matching contributions.
• A base salary range of CAD 54,000 to CAD 58,000, depending on experience and location.

Additional Information

• The employer is an equal opportunity organization and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.
• Selected candidates will need to complete a background check in line with applicable federal, provincial, and state requirements.
• Official recruiting communication will only come from the company’s authorized domain. Messages from other domains should be treated as suspicious and can be reported to the listed recruitment email address.