Concierge - Customer Service

Description

Job Summary: We are seeking a patient experience facilitator to coordinate the service flow, guide patients empathetically, and monitor their journey—serving as the liaison between departments and patients. Key Highlights: 1. Acting as a facilitator of the patient experience. 2. Providing humanized reception and attention to customers' needs. 3. Collaborating to foster a positive and productive work environment. If you easily understand processes, communicate effectively with people, and clearly explain what they need—with proper guidance, empathy, and active listening—this position is for you! What We Expect: We seek someone to act as a patient experience facilitator—anticipating needs, guiding empathetically, and monitoring the customer journey. Serving as the liaison between operational departments and patients, assisting in identifying areas for improvement and contributing to customer loyalty initiatives. Responsibilities * Coordinate and optimize the service flow to reduce waiting time and improve patient experience. * Guide patients clearly and empathetically regarding service steps, required documents, exam preparation, and timelines—ensuring information is organized and accessible. * Partner with the reception and sample collection teams to ensure efficient and harmonious service delivery. * Perform customer reception with empathy and attention to individual needs; for pre-service cases, direct them to the sample collection queue. * Provide active support and accompaniment to vulnerable patients (e.g., elderly, pregnant women, individuals with reduced mobility), ensuring comfort, compassionate reception, and humanized care throughout their journey. * Ensure patients’ access to test results and provide information about the report delivery process—including receiving reports and updating system records accordingly. * Maintain a clean, organized, and welcoming environment—attentive to all details affecting customer comfort and well-being. * Participate in training and technical updates, staying informed about advancements and innovations to enhance laboratory processes. * Uphold ethical conduct in all activities—promoting personal and professional integrity, as well as the company’s positive image. * Demonstrate teamwork by supporting colleagues, mentoring newcomers, and contributing to a positive and productive work environment. * Strive to achieve company-established goals and objectives, contributing to organizational success. * Perform other tasks of equivalent complexity, as required and directed by the immediate supervisor—adapting to the business’s dynamic needs. * Adopt safe work practices, actively participating in safety trainings and other programs established and implemented by the company—following established guidelines to prevent accidents and incidents. * Respect the principles of the General Data Protection Law, safeguarding privacy and protecting personal data encountered in the course of duties—and applying the company’s established information security guidelines. * Conduct quick customer experience surveys and support customer delight and loyalty initiatives. * Guide patients on the company’s digital channels and their usage (online results, digital announcements, appointment scheduling). * Coordinate communication between patients and technical teams, ensuring clarity of information. * Serve as an active feedback channel—recording compliments, complaints, and suggestions, and reporting them to leadership. Requirements * Completed high school education or currently pursuing higher education (e.g., Administration or related fields); * Experience in customer service; Information * Schedule: 6:30 AM–12:30 PM (Monday–Friday) and 7:00 AM–11:00 AM (Saturdays) * Salary: To be negotiated * Location: Centro \- Jaraguá do Sul \- SC