TELEPHONE OPERATOR - HEAD OFFICE

Description

Job Summary: The professional will be responsible for scheduling appointments, clarifying patient inquiries, and performing administrative support tasks within a call center. Key Highlights: 1. Humanized patient service and clarification of patient inquiries 2. Administrative support and scheduling organization 3. Interaction with various departments across the company The Diagmed Group has built its legacy through pioneering spirit and perseverance. With 30 years of market presence, we consistently invest in state-of-the-art technology and a highly skilled team of professionals, earning recognition for meeting each patient’s individual needs through unique, humanized care. Throughout our journey, we have expanded our portfolio of diagnostic tests and deliver precise diagnoses in five cities in the interior of São Paulo: Campinas, Jundiaí, Indaiatuba, Sumaré, and Hortolândia. Our specialty is diagnostic medicine, and our purpose is to respect and care for lives. **Responsibilities and Duties** * Conduct telephone scheduling and place internal and external calls (to other units); * Accurately convey information; * Provide and clarify patient inquiries regarding preparation instructions, appointments, test result delivery, and unit operating hours; * Interpret the caller’s request and route the call to the appropriate department or handle it directly with the patient; * Perform administrative support tasks related to the call center, respond to e\-mails, confirm schedules, and reschedule patients due to maintenance or schedule closures; * Carry out tasks pertinent to the role using the call center’s Standard Operating Procedures (SOP) and supporting materials; * Demonstrate promptness, attentiveness, self-control, goodwill, clarity, appropriate tone of voice, and—above all—active listening; * Seek guidance from coordination or supervision for complex scheduling requests; * Immediately report any conflict or serious matter to the coordinator; * Interact with other company departments interfacing with patient care processes via e\-mail, phone, or WhatsApp; * Handle patient requests and complaints via telephone; * Cancel appointments or patient requests; * Respond professionally and appropriately to patients via e\-mail; * Remain available for periodic refresher training sessions; * Forward patient feedback, suggestions, or questions clearly and empathetically; * Ensure organization of the workstation and proper use of mandatory personal protective equipment (PPE); * Monitor the call queue system to ensure effective patient service; * Adhere to the company’s Code of Conduct and Norms Manual, as well as its core values and organizational culture; * Apply standardized scripts and phrasings established by the Diagmed Group. **Requirements and Qualifications** * Completed High School education; * Customer service experience is considered a plus; * Proficiency in Microsoft Office Suite; * Organizational skills; * Proactivity; * Strong communication skills. **Additional Information** **Benefits:** Meal voucher, Food allowance, Medical assistance, Dental assistance, and Total Pass. **Employment Type:** CLT employment contract, on-site work. **Working Hours:** Monday to Friday: 10:00 AM to 4:20 PM Make-up shift: 8:00 AM to 5:00 PM Alternate Saturdays: 6:40 AM to 1:00 PM With 30 years of market presence, the **Diagmed Group** has built its history upon pioneering spirit and perseverance. From the outset, we have invested in cutting-edge technology and a highly qualified team of professionals, always committed to meeting each patient’s individual needs through unique, humanized care. Throughout our journey, we have expanded our test portfolio and deliver precise diagnostics in five cities in the interior of São Paulo: **Campinas**, Jundiaí, Indaiatuba, Sumaré, and Hortolândia. In our continuous pursuit of innovation, we have expanded our services to include laboratory testing. Now, patients can complete all their exams and store their results history at a single diagnostic center—maintaining the quality and efficiency long associated with **Diagmed**. In 2024, we took another significant step forward in our growth journey with the opening of a medical specialties clinic at Parque Dom Pedro Shopping. Offering over 25 medical specialties, our goal is to provide greater comfort and efficiency for our patients—delivering all necessary care in one location. Our purpose is simple yet powerful: to respect and care for lives. We continue advancing this mission, always focused on delivering the best in health and well-being for everyone who trusts the **Diagmed Group**.