Patient Resolution & Complaints Administrator

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 make a difference in people's lives!

You will serve as the dedicated system administrator and primary relationship owner for all 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 bridge between our patients and our backend specialists, ensuring no ball is dropped and every voice is heard.

- Centralized Intake: Monitor and harvest complaints coming from all 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. Reach out swiftly via the patient's preferred communication method to listen, gather details, clarify expectations, and provide clear next steps.

- Investigation Management: Review all 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 scan-related 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 continuous system fixes.

- Relationship Ownership: Keep patients seamlessly informed of their case status while protecting backend specialists from direct patient interruptions.

- Deliver Resolutions: Communicate final decisions, structured explanations, or clinical education to patients with empathy, clarity, and authority.

- Service Recovery: Issue refunds, credits, or formal apologies where appropriate to restore patient trust.

- Meticulous Documentation: Close out cases within PHP, thoroughly documenting final outcomes, loop-closure details, and patient responses.

- 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 .

- 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 empathy and clear communication.

- Operational Excellence: A project-management mindset. You excel at tracking multiple moving parts, managing deadlines, and holding cross-functional partners accountable.

- Tech-Savviness: Experience working within centralized ticketing systems, CRMs, or electronic health records (EHR). Comfort navigating Slack, Google Workspace, and video conferencing tools.

- Systems Thinking: An understanding that complaints are data points for improvement. You don't just want to close a ticket; you want to help fix the system that caused the issue.

- 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.

- The compensation rate for this role ranges from $25.00 - $31.25 USD per hour, depending upon experience and geographic location