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Job Summary: The professional will be responsible for scheduling appointments, clarifying patients' questions, interpreting requests, and performing administrative support tasks for the call center, with a focus on communication and humanized care. Key Highlights: 1. Humanized service and clarification of patients' questions 2. Appointment management and administrative support at the call center 3. Interaction with various departments to optimize patient service The Diagmed Group has built its history 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, recognized for meeting each patient’s individual needs through unique and humanized 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** * Conduct telephone appointments and place 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 the subject of the request and direct 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 appointments, reschedule patients due to maintenance or schedule closures; * Perform duties 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 clarification from coordination or supervision regarding more complex appointments; * Immediately report any conflict or serious matter to the coordinator; * Interact with other company departments interfacing with patient service processes via e\-mail, phone, or WhatsApp; * Handle patient requests and complaints by phone; * Cancel appointments or patient requests; * Respond professionally and appropriately to patients via e\-mail; * Be available for periodic refresher training sessions; * Forward patient feedback, suggestions, or questions clearly and empathetically; * Maintain organization of the workstation and use mandatory personal protective equipment (PPE); * Monitor the call queue within 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; * Follow standard 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, Health insurance, Dental insurance, and Total Pass. **Employment Type:** CLT employment contract, on-site work. **Working Hours:** Monday to Friday, 10:00 AM to 4:20 PM Alternate Saturdays, 6:40 AM to 1:00 PM (compensatory time format) 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, committed to meeting each patient’s individual needs through unique and humanized 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. In our constant pursuit of innovation, we have broadened our services to include laboratory tests. Now, our patients can undergo all their examinations and store their results history at 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 specialties clinic at Parque Dom Pedro Shopping. Offering over 25 medical specialties, our goal is to provide greater comfort and efficiency for our patients by 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 wellbeing for everyone who trusts the **Diagmed Group**.
