Patient Care Concierge, Team Lead

Job Description

About Us

At Prenuvo, we are on a mission to flip the paradigm from reactive "sick-care" to proactive health care and to shift the patient experience from . 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, and Los Angeles. New York City and Chicago will be opening soon! Boston, Atlanta, Seattle, and Washington DC will be opening later this year.

We are looking for a Full-time Patient Care Concierge, Team Lead to join our Bethesda 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 Bethesda 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 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 judgment, and the ability to multi-task is paramount

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

We empower - We are all agents for change in transforming healthcare and in transforming our health

We work together - We work together to support and deliver the best for our members and ourselves

We bring transparency - Positive change comes from transparency in where we stand as a company, as colleagues and as Prenuvo members

What We Offer

An avenue to make a positive impact on people's lives and their health

We believe in preventative healthcare for everyone, including our team - Prenuvo provides free, whole-body scans to each team member

Growth opportunities are at the heart of our people journey, we're doing big things with bright minds - there is no single path to success, it can be shaped along the way

Building strong relationships is at the core of everything we do - our team gets together each week to connect, share, and socialize

Recognizing time away to restore is vital to our wellbeing - we have a flexible vacation policy and we will encourage you to use it

We offer a comprehensive benefits package including health, dental, vision, including mental health coverage, to support you and your family

Compensation for this position is $34.25 per hour in local currency

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

As part of the hiring process, successful candidates will undergo a background check in compliance to applicable federal and state rules.