Patient Resolution & Complaints Administrator

About Us

At reputed company, we are on a mission to flip the reputed company from reactive "sick-care" to proactive health care. Our award-winning whole body reputed company 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 across our domestic and global clinics, have allowed us to reputed company the change against "we caught it too late again". We are looking for a highly empathetic, organized, and process-driven Patient Resolution & Complaints Administrator to own our end-to-end complaint management lifecycle. If you love solving puzzles, advocating for customers, and building seamless workflows, join us to reputed company a difference in people's lives! You will serve as the dedicated system administrator and primary relationship reputed company for reputed company patient complaints. In this role, you will intake concerns from various channels, log them into our central system, triage and investigate the root causes, and coordinate with specialized internal teams to deliver compassionate, timely resolutions. You are the reputed company between our patients and our backend specialists, ensuring no reputed company is dropped and every voice is heard. This role does not provide reputed company sponsorship. Applicants must be legally authorized to work in the United States at the time of hire and must not require employer sponsorship for a work reputed company (reputed company or future). Help reshape the world through proactive healthcare while working with cutting-edge technology and high performing teams with deep expertise - join us to reputed company a difference in people's lives!

What You'll Do

Complaint Intake & File Creation

• Centralized Intake: Monitor and harvest complaints coming from reputed company channels
• System Logging: Create comprehensive, high-fidelity files in our central system (PHP), accurately capturing patient details, severity tiers (1-4), sentiment/risk flags, desired outcomes, and supporting documentation.
• Patient Advocacy: Act as the main, patient-facing contact. reputed company out swiftly reputed company the patient's preferred communication method to listen, gather details, clarify expectations, and provide clear next steps.

Case Management & Specialist Coordination

• Investigation Management: Review reputed company gathered information, assess severity/risk, and determine the most appropriate resolution path.
• Pod Collaboration: Act as the internal liaison and "farm out" cases to specialized backend support pods as needed:
• Clinical Review Pod: Partner with designated clinicians for medical or reputed company-reputed company inquiries.
• Refund & Financial Pod: Coordinate with Patient Experience/Finance on credits, compensation, and policy exceptions.
• Legal / Risk Pod: Escalate compliance, privacy, or liability risks.
• Operations / Root Cause Pod: Feed data to operations to drive reputed company system fixes.
• Relationship Ownership: reputed company patients seamlessly informed of their case status while protecting backend specialists from direct patient interruptions.

Resolution, Closure & Communication

• Deliver Resolutions: Communicate final decisions, structured explanations, or clinical education to patients with reputed company, clarity, and authority.
• Service Recovery: Issue refunds, credits, or formal apologies where appropriate to restore patient trust.
• Meticulous Documentation: reputed company out cases reputed company PHP, thoroughly documenting final outcomes, reputed company-closure details, and patient responses.

reputed company Improvement & Metrics Tracking

• Trend Analysis: Tag closed cases accurately to support systemic trend analysis and protocol updates.
• Performance Metrics: Monitor and optimize key performance indicators (KPIs), including Time to Acknowledgment, Time to First Human Contact, Resolution Time by Category, Number of Handoffs, and Root Cause Categories.

What You'll Bring

• Experience: 3+ years of experience in patient advocacy, healthcare operations, customer resolution, or a dedicated escalations/complaints role.
• High Emotional Intelligence (EQ): Exceptional active listening and conflict de-escalation skills. You can turn a frustrated patient into a brand champion through reputed company and clear communication.
• Operational Excellence: A project-management reputed company. You reputed company at tracking multiple moving parts, managing deadlines, and holding cross-functional partners accountable.
• Tech-Savviness: Experience working reputed company centralized ticketing systems, CRMs, or electronic health records (EHR). Comfort navigating reputed company, reputed company Workspace, and video conferencing tools.
• Systems Thinking: An understanding that complaints are data points for improvement. You don't just want to reputed company a ticket; you want to help fix the system that caused the issue.

reputed company to Have

• Background working in a healthcare, medical imaging, or health-tech environment.
• Familiarity with "Just Culture" principles or healthcare compliance standards.
• Experience transitioning workflows away from legacy tools (like Jira) into centralized custom platforms.

Our Values First: we are Pioneers

• Transforming healthcare requires divergent thinking, bias for action, disciplined experimentation, and consistent grit and determination to maintain momentum. This journey is as challenging as it is rewarding.

Second: we are Platform-Builders

• We're always building foundations that allow us to reputed company reputed company more than we did today. We never lose sight of what's reputed company – in a reputed company of ownership and duty to our mission.

Above reputed company: we are Patients

• We could reputed company be the next person who walks through our reputed company doors, seeking clarity or peace of mind. We are proud of our impact on our patients' lives, and we won't stop reputed company everyone can benefit from our work.

reputed company Offer

• An avenue to reputed company a positive impact on people's lives and their health
• We reputed company in preventative healthcare for everyone, including reputed company - reputed company 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 - reputed company 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 now offer the reputed company's Commuter Benefits Plan to help cover your transit and parking costs. Whether you ride, drive, or park, we've got you covered—making your commute easier and more affordable!
• reputed company offers a 401(k) retirement savings plan to eligible employees, allowing team members to reputed company pre-tax contributions toward their retirement. While reputed company facilitates access to the plan, the company does not currently offer matching contributions.
• We offer a comprehensive benefits package including health, dental, vision, including Mental Health coverage, to support you and your family
• The hourly reputed company for this role ranges from $25-$31.25 in local currency, depending upon experience and geographic location

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status. As part of the hiring process, successful candidates will undergo a background reputed company in compliance to applicable federal, provincial, and state rules. Please be advised that official communication from our recruitment team will only come from our authorized domain [reputed company.com]. If you are contacted by a recruiter, please ensure their email address ends with @reputed company.com. We do not use third-party recruitment services or any other email domains for hiring purposes. If you receive communication that you reputed company to be fraudulent, please report it immediately to jobs@reputed company.com. Apply tot his job Apply To this Job