Manager, Health Concierge - Inbound

About Us At Prenuvo, we are on a mission to flip the paradigm from reactive “sick-care” to proactive health care. 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 across our domestic and global clinics, have allowed us to lead the change against “we caught it too late again". We are looking for an experienced, compassionate people leader to lead our Health Concierge - Inbound team from our Vancouver HQ. The ideal candidate combines strong sales acumen with the judgment developed through previous people leadership, the ability to communicate with impact and sustain motivation during periods of rapid change, and the discipline to manage time and resources effectively as priorities shift. Reporting to the Director of Assisted Sales, you will lead and mentor a team of Prenuvo Health Concierge responsible for managing incoming inquiries, generating and qualifying leads, and nurturing patient relationships. You will help drive sales performance, deliver excellent patient experiences, and achieve ambitious revenue targets while remaining close to the day-to-day work of the Inbound Sales Representative (IBR) role. This role does not provide visa sponsorship. Applicants must be legally authorized to work in Canada at the time of hire and must not require employer sponsorship for a work visa (current 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 make a difference in people’s lives! What You’ll Do Team Leadership and Frontline Enablement • Lead and coach through the company’s vision, mission, and core values. • Build, manage, and motivate a team of Inbound Sales Representatives to meet and exceed their targets through call shadowing, timely feedback, goal setting, performance reviews, and hands-on support. • Translate shifting business priorities into clear, actionable direction for the team, making sound decisions even when information is incomplete or circumstances change quickly. • Navigate and triage competing requests, interruptions, and organizational noise so frontline agents can focus, thrive, and deliver consistent results. • Pursue the team’s mandate with ownership and persistence: set priorities, remove blockers, coordinate dependencies, and follow through on commitments. • Remain close to the patient and the work by executing core daily functions of the IBR role when needed. Sales Performance, Quality, and Process Improvement • Track and analyze key sales metrics, including lead conversion, pipeline management, patient engagement, and channel service levels, to assess performance and identify opportunities for improvement. • Own a consistent call-review and scorecarding rhythm using approved call recordings, and turn recurring themes into practical coaching, enablement, and process improvements for the team. • Use call and performance insights to identify trends, skill gaps, patient friction, and emerging opportunities; share clear recommendations with Sales leadership and partner teams. • Work closely with the Head of Sales and Sales Manager to build and maintain systems and processes that support continuous improvement and sustainable growth. • Set and maintain service-level agreements (SLAs) across inbound calls, chats, emails, and other ad hoc work, balancing responsiveness, quality, and team capacity. Patient Experience • Ensure the team has the product and service knowledge needed to address patient inquiries efficiently, accurately, and professionally. • Reinforce a patient-first sales approach that builds trust, strengthens relationships, and supports both short-term results and the long-term scaling of the business. Training and Development • Support the ongoing professional development of team members through structured coaching, feedback, and development plans. • Identify team-wide and individual learning needs, then partner with the appropriate stakeholders to deliver focused training and reinforce best practices. Reporting and Business Insights • Prepare and present regular sales reports and performance updates to leadership. • Communicate key metrics, successes, risks, and challenges with context and recommendations, providing a clear view of progress toward sales objectives. Market Insights • Stay informed about industry trends, competitor activity, patient needs, and market dynamics to help the team adapt its approach and maintain a competitive edge. • Translate relevant market signals into useful guidance for the team and actionable feedback for Sales leadership. What You’ll Bring • Experienced people leadership. You bring previous people management experience and the judgment to set clear expectations, coach with empathy and candour, make sound trade-offs, hold accountability, and help people perform at their best. • High-leverage leadership through change. During periods of change, you translate business priorities into clear direction teams can act on. You connect the work to business impact, maintain momentum, and keep people informed and motivated. • Disciplined prioritization and resource management. You manage time, attention, capacity, and resources deliberately as priorities shift. You make thoughtful trade-offs, protect the team’s focus, and keep execution centred on the highest-impact work. • 5-8 years prior experience in a similar sales leadership role, with a track record of meeting or exceeding sales targets. • Experience working in a startup or similarly fast-changing growth-stage company. • A demonstrated ability to pursue a broad mandate effectively by turning direction into priorities, decisions, and sustained execution. • Experience using call recordings and scorecards to coach performance, evaluate quality, and uncover trends and insights across a team. • Strong analytical and problem-solving abilities, with a data-informed approach to decision-making. • A patient-focused mindset, a passion for healthcare excellence, and a commitment to delivering outstanding experiences and results. • Proficiency with CRM software, call-recording or conversation-intelligence tools, and other sales technologies. • Strong documentation and technical skills, with the composure, integrity, and discretion to respond effectively under pressure and handle sensitive information. 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 achieve tomorrow more than we did today. We never lose sight of what’s ahead – in a mindset of ownership and duty to our mission. Above all: we are Patients • We could all be the next person who walks through our very doors, seeking clarity or peace of mind. We are proud of our impact on our patients’ lives, and we won’t stop till everyone can benefit from our work. 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 • Prenuvo offers eligible Canadian employees access to both RRSP and TFSA retirement savings plans, with immediate, optional enrollment and the flexibility to invest and save for the future on your own terms. While Prenuvo provides access to these plans, the company does not currently offer matching contributions. • The base salary for this role is $75,000-$100,000 with OTE up to $150K based on experience in local currency, depending upon experience and geographic location, and includes eligibility for commission-based incentive compensation. 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. Please be advised that official communication from our recruitment team will only come from our authorized domain [prenuvo.com]. If you are contacted by a recruiter, please ensure their email address ends with @prenuvo.com. We do not use third-party recruitment services or any other email domains for hiring purposes. If you receive communication that you believe to be fraudulent, please report it immediately to jobs@prenuvo.com.