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Job Summary: A customer service professional responsible for scheduling appointments, answering questions, and providing administrative support, ensuring a human-centered service. Key Highlights: 1. Human-centered and patient-focused service 2. Administrative support and interdepartmental communication 3. Continuous development through training The Diagmed Group has built its history through pioneering spirit and perseverance. With 30 years of market presence, we have consistently invested in state-of-the-art technology and a highly skilled team of professionals, earning recognition for meeting each patient’s individual needs with unique and human-centered care. Throughout our journey, we have expanded our portfolio of diagnostic tests and deliver precise diagnoses across 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** * Schedule telephone appointments and make internal and external calls (to other units); * Accurately convey information; * Provide and clarify patients’ questions regarding preparation instructions, appointments, test result delivery, and unit operating hours; * Interpret callers’ requests and route calls to the appropriate department or handle them 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 duties relevant to the role using the Call Center Standard Operating Procedures (SOP) and supporting materials; * Demonstrate promptness, attentiveness, self-control, willingness, clarity, appropriate tone of voice, and above all, active listening; * Seek clarification from coordination or supervision regarding complex scheduling matters; * Immediately report any conflict or serious matter to the coordinator; * Collaborate with other company departments interfacing with patient care processes via e\-mail, phone, or WhatsApp; * Handle patient requests and complaints by phone; * Cancel appointments or patient requests; * Respond appropriately and professionally to patients via e\-mail; * Remain available for periodic refresher training sessions; * Forward patient feedback, suggestions, or questions clearly and empathetically; * Maintain an organized workstation and use mandatory personal protective equipment (PPE); * Monitor the call queue in the system to ensure effective patient service; * Adhere to the company’s Code of Conduct and Norms Manual, as well as its 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, 12:40 PM to 7:00 PM \- Alternate Saturdays, 6:40 AM to 1:00 PM With 30 years of market presence, the **Diagmed Group** has built its legacy on pioneering spirit and perseverance. From the outset, we have invested in cutting-edge technology and a highly qualified team of professionals, always committed to addressing each patient’s individual needs through unique and human-centered care. Throughout our journey, we have expanded our test portfolio and deliver accurate diagnostics in five cities in the interior of São Paulo: **Campinas**, Jundiaí, Indaiatuba, Sumaré, and Hortolândia. In our ongoing pursuit of innovation, we have broadened our services to include laboratory testing. Now, our patients can complete all their exams and store their historical results in a single diagnostic center—maintaining the quality and efficiency that have always defined **Diagmed**. In 2024, we took another significant step forward in our growth journey with the inauguration of a medical specialty 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 with this mission, steadfastly focused on delivering the best in health and well-being for everyone who trusts the **Diagmed Group**.
