Job Summary: Coordinate multichannel customer service operations, ensuring quality and productivity while enhancing the integrated and humanized patient journey in the healthcare sector. Key Highlights: 1. Coordinate multichannel customer service operations in the healthcare sector 2. Focus on continuous improvement of patient experience 3. Team leadership in a hospital environment We are Rede Américas, a multiplatform healthcare assistance network committed to delivering comprehensive, precisely tailored care for health. We are seeking talents who believe it is possible to provide the best and most advanced healthcare assistance. If you are passionate about caring and believe in high-quality medicine, join Rede Américas! We are committed to Diversity! We encourage applications from all individuals who recognize the importance of building an environment free from prejudice, harassment, and discrimination. Together, we always deliver our best. Important: We do not charge any fees during our selection processes. **Responsibilities and Duties** * Coordinate multichannel customer service operations (phone, WhatsApp, email, chat, and digital channels); * Monitor service levels, productivity, quality, and resolution rates; * Track team schedules, adherence, and daily performance; * Ensure compliance with workflows, scripts, protocols, and service standards; * Monitor CX metrics (NPS, CSAT, FCR, TMA, SLA, complaints); * Identify and support improvements based on feedback and data; * Handle critical cases, collaborating with the Ombudsman’s Office when necessary; * Contribute to a more integrated and humanized patient journey; * Collaborate with hospital operations, clinical support areas, scheduling, billing, authorizations, and the medical staff; * Align expectations, workflows, and needs between customer service and the hospital environment; * Support improvement of patient experience across different stages of the journey; * Coordinate the hospital’s customer service operational team; * Monitor individual and team performance, providing regular feedback; * Support ongoing training, process reinforcement, and cultural alignment; * Assist with scheduling, vacations, workplace climate, and engagement; * Maintain governance and integrity of customer service data; * Generate operational reports and insights to support decision-making; * Support automation, digitalization, and process improvement initiatives; * Ensure compliance with corporate policies, LGPD, and industry regulations; * Oversee administrative activities related to operations; * Monitor vendors and partners supporting customer service infrastructure (telephony, systems, basic maintenance); * Ensure alignment with Rede Américas’ guidelines, values, and practices. **Requirements and Qualifications** * Degree in Administration, Communications, Service Management, Engineering, or related fields; * Prior experience coordinating call centers or multichannel customer service (preferably in healthcare or complex service environments); * Experience with metrics, quality management, and continuous improvement; * Experience leading teams. #LI-LA1 **Additional Information** Work Location: Salvador Work Model: On-site By taking care of our people, we will become the healthcare that people desire and the world needs. Check out our benefits: * Nutrition support: Meal Voucher/Food Voucher or on-site cafeteria (depending on location); * Health support: Health Insurance and Life Insurance; * Development support: Rede Américas University, Career Development Cycle, Technology/PMAX Academies, and “Crescer” Program within Rede Américas; * Others: Transportation Voucher Only Rede Américas offers – the Health Program, built upon five pillars: * Spiritual: yoga; * Physical: TotalPass, primary care clinic, discounts on exams and vaccines; * Intellectual: Rede Américas University; * Relational: UAU Benefits Club and SESC benefits; * Emotional: Telepsychology. Benefits may vary depending on the job location and brand. We are Rede Américas, **a multiplatform healthcare assistance network**, committed to delivering comprehensive, precisely tailored care for health. We are seeking **talents who believe it is possible to provide the best and most advanced healthcare assistance.** **If you are passionate about caring and believe in high-quality medicine, join Rede Américas!** **We are committed to Diversity!** We encourage applications from all individuals who recognize the importance of building an environment free from prejudice, harassment, and discrimination. Together, we always deliver our best. ***Important: We do not charge any fees during our selection processes.***