Member Support Representative, Prenuvo
CA$54k
+eligibility for a discretionary bonus up to $10,000
More information about location
Office located in 5200 Yonge St Toronto, Ontario M2N 5P6
Whole body MRI scans
Be an early applicant
Whole body MRI scans
201-500 employees
Be an early applicant
CA$54k
+eligibility for a discretionary bonus up to $10,000
More information about location
Office located in 5200 Yonge St Toronto, Ontario M2N 5P6
201-500 employees
Company mission
Prenuvo's mission is to transform the medical paradigm from reactive to proactive, ridding the world of advanced disease by detecting it early when treatment is easiest and most successful.
Role
Who you are
- To succeed in this role, you will need to be highly customer-focused and have a strong understanding of member needs and preferences
- You should be comfortable working in a fast-paced startup environment and be able to prioritize competing demands
- Strong communication and interpersonal skills are essential, as is the ability to analyze data and use it to inform decision-making
- Industry experience in customer support, service, and success in call center or equivalent is an asset
- 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
- 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
- Ability to multitask and prioritize in a fast-paced environment
- Professionalism - you will personify 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
- Ability to work flexible hours, including weekends and holidays
- 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
What the job involves
- We are looking for Member Support Representatives to join our growing team based out of our Toronto Office (5200 Yonge St Toronto, Ontario M2N 5P6)
- This is a crucial role for our Member Success team - you will be supporting sales, patient care and retention efforts by assisting with incoming inquiries and requests
- As a Member Support Representative in a company that values member experience, you will play a key role in shaping and improving the member experience, providing exceptional customer service to members and ensuring they have a positive experience
- Your first 2 weeks will be fully onsite for onboarding
- After your first 2 weeks, you will be required to follow a hybrid work schedule, which includes at least one day of in-office work per week
- Calibration and feedback meetings after each month completed
- This will continually be a hybrid role onsite our Toronto Office
- Provide excellent customer service to members through various channels, including phone, email, and chat
- Respond to inquiries and resolve member issues (patients and physicians) in a timely and professional manner
- Educate members on the organization's services, policies, and procedures
- Assist members with account setup and management, including login issues, password resets, and billing questions
- Escalate complex issues to appropriate departments for resolution
- Maintain accurate records of member interactions and follow up on outstanding issues
- Identify opportunities to improve member satisfaction and retention
- Participate in training and professional development activities to stay up-to-date on company products and services
- Collaborate with other departments, such as sales and marketing, to provide a seamless member experience
- Assist in scheduling member appointments for scans
- Guide members with their medical intake forms and troubleshoot related issues
- Act as a primary contact to manage and resolve incoming complaints with products or services
- Remain calm and use supportive language when dealing with upset members and stressful situations
- Engage in new member phone calls and milestone member retention calls
- Use established systems and structures to record and report on member satisfaction
- Have a willingness to take on other tasks and projects as they arise
Our take
The quantified self movement is gaining momentum, especially in the health and fitness sector. Wearable health monitors, sleep trackers, and genetic testing have all firmly entered the mainstream, and body MRI scanning service Prenuvo is taking this concept to the next level. Prenuvo’s whole body diagnostic imaging offers customers a comprehensive picture of their body, whilst screening for 500+ major conditions and cancers.
The medical benefits of approaching these diseases proactively, as opposed to reactively, are substantial. Customers will be able to catch warning signs early, meaning treatment is likely to be less invasive, with a higher success rate. Unfortunately North America, like many regions, has yet to make substantial investments in preventative healthcare. This just makes companies like Prenuvo, and the VCs who fund them, increasingly necessary.
This funding, however has been substantial, and having closed a Series A funding round in 2022 Prenuvo has moved swiftly to open new clinics across the United States. Its next step is to improve the accessibility of its service - currently scans cost about $1000, but improvements in the technology and working processes will cut the cost by two thirds or more and greatly expand Prenuvo's addressable market.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
50% female employees
64% employee growth in 12 months
Company
Funding (1 round)
Oct 2022
$30.5m
SERIES A
Total funding: $30.5m
Company benefits
- Save Lives: Early detection is key to healthier lives. We do the incredibly rewarding work of giving people the information they need, as early as possible
- Social Events: Building strong relationships is at the core of everything we do. Our team gets together each week to connect, share, and socialize
- Full Body Scans: We believe in preventative healthcare for everyone, including our team. Prenuvo provides free, whole-body scans to each team member
- Coffee & Snacks: Daily health at Prenuvo means having space to take a break and refuel. We keep our break room stocked with coffee and healthy snacks
- We offer a comprehensive benefits package including health, dental, vision, including Mental Health coverage, and an Employee and Family Assistance Program to support you and your family
- Recognizing time away to restore is vital to our wellbeing - we have a flexible vacation policy and we will encourage you to use it
- 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
Company 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
Articles
Leadership
Andrew Lacy
(CEO)Previously founded semantic search company Zaptravel (now Lebara Travel) and iPhone app company Tapulous (subsequently sold to Disney). Later joined Disney as the SVP of Disney Mobile, and then Lebara as Chief Product Officer. Alongside work at Prenuvo they also co-founded Azarus.
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