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Job Summary: The professional will be responsible for providing support in public service, organizing data and information in the laboratory environment, and collaborating to enhance workflow efficiency. Key Highlights: 1. Support in public service and organization of laboratory data. 2. Collaboration to improve workflow efficiency and information management. 3. Multi-channel service and resolution of health insurance-related issues. * The role involves providing support in public service, assisting with the management and organization of data and information within the laboratory environment, contributing to workflow efficiency, and ensuring that information related to tests, patients, and results is properly managed and accessible. **Responsibilities and Duties** * Monitor service metrics (response time, customer satisfaction, etc.) and ensure productivity targets are met. * Schedule tests according to patient or physician requests, ensuring all relevant information—such as test type, date, time, and required preparation—is accurately recorded in the system. * Assist in resolving health insurance-related issues, such as verifying authorizations or answering questions about test coverage. * Respond to requests via e\-mail, WhatsApp, or other digital communication platforms. * Update patient registration information in the system, ensuring contact details, test history, and other records are accurate. * Escalate more complex or specific cases (e.g., technical questions about tests) to responsible departments, such as the customer service team or laboratory analysts. * Explain to patients the steps involved in sample collection, preparation requirements (fasting, sample collection, etc.), and types of tests offered by the laboratory. * Provide information regarding test payment status or result submission to health insurance plans, where applicable. * Handle issues related to missed appointments, rescheduling, and problem resolution during scheduling or sample collection. * Track request progress and ensure issues are resolved satisfactorily. * Advise on available services, including routine tests, specialized tests, and result delivery methods (online, printed, etc.). * Process and record the laboratory’s financial and administrative data, such as payment information, billing, and health insurance coordination, if required. * Receive and make phone calls to schedule tests, provide procedural information, and clarify patient and physician questions about tests and results. * Register and forward specific requests to responsible departments, such as clinical analysis, if necessary. * Record all interactions in the system, noting conversation details, requests, and provided information, as needed for internal control and future reference. * Request and send duplicate documents—such as test requisitions, reports, or receipts—when required. * Verify and organize health insurance and health plan information, including requesting test authorizations when necessary. * Confirm that patient information is complete and correctly registered to prevent errors in testing or result delivery. **Requirements and Qualifications** * Ability to efficiently organize information using customer service and scheduling systems with precision. * Ability to listen attentively and understand patient or physician needs, ensuring accurate transmission of information. * Ability to multitask—for example, handling calls while entering information into the system or responding to requests through other channels. * Ability to make quick, decisive decisions to resolve service issues and ensure customer satisfaction. * Basic knowledge of laboratory test types, collection requirements, and related processes. * Demonstrated empathy toward patients and their families, understanding their concerns and needs—especially in urgent or stressful situations. * Proficiency in Microsoft Office (Word, Excel) and management systems (e.g., ERPs) for information consultation and updates. * Ability to handle unexpected situations and solve problems quickly—e.g., test rescheduling or health insurance coverage issues. * Strong communication skills—clear, courteous, and objective—both over the phone and through other digital channels (e\-mail, WhatsApp, etc.). **Additional Information** ***Benefits:*** Transportation Allowance or Fuel Allowance Attendance Card Health and Dental Plan (employee monthly fee waived) Annual Bonus based on goal achievement GymPass **Working Hours:** 11:15 AM TO 5:30 PM MON–FRI 7:00 AM TO 1:15 PM SAT We are a strong, experienced group driven by health. The DC Group is a platform of independent brands and services united by a shared purpose: **providing health solutions for people.** **STRENGTH. HEALTH. KNOWLEDGE.** These three pillars guide our actions. It is from this foundation that our companies grow and increasingly distinguish themselves in their respective fields. With ethics, social commitment, and continuous evolution, we promote quality of life, facilitate and simplify access to healthcare, and innovate in managing our processes and services. **We are the DC Group—and here, we breathe health.**
