Customer Relationship Agent

Description

**Our Call Center department's mission is to deliver excellence and high-quality service**, always focused on **enhancing our customers' experience** and contributing to the creation of efficient and human-centered solutions, thereby enabling growth opportunities and, consequently, career transitions — as we welcome individuals, develop their skills, and foster an environment that values each person. **In this opportunity, you will find:** * A collaborative and respectful work environment; * Encouragement for continuous learning; * Activities that stimulate problem-solving and constant improvement. **Unimed Porto Alegre's organizational culture** values the well\-being, development, and satisfaction of our people, as talents acquire knowledge and experience through evolving processes. Therefore, if you envision working with growth, it is essential to know that we offer a customized tool focused on the careers of talents who wish to build **consistent development aligned with their professional goals and growth opportunities within the cooperative**. **Responsibilities and duties** **MAIN ACTIVITIES** * Provide telephone support to customers, clarifying questions related to their contracted health plan, using CRM, Totvs, SAE, and Unimed’s website systems. Inform customers about the accredited network, coverage, and waiting periods, ensuring consultations, exams, and procedures are conducted correctly. * Schedule consultations, exams, and procedures for customers in CRM, Plan Management, Tasy, Gemed, Zênite, and SAE systems, aiming to provide better service in the desired specialties. * Inform healthcare providers about procedure and hospitalization coverage via CRM and Plan Management systems. * Inform customers about outstanding balances, contract termination deadlines, and guide them on how to negotiate these amounts, if necessary. * Handle calls received via the Ombudsman’s phone line, resolving complaints and recording suggestions and compliments for Unimed Porto Alegre. * Request duplicate beneficiary cards through Totvs and CRM systems. * Register or update data for Unimed Porto Alegre or sister cooperatives’ beneficiaries using CRM and Totvs systems, ensuring records remain up-to-date in the system. * Process and monitor procedure authorization requests, verifying technical audit approval in Totvs and CRM systems and providing customers with the authorization password. * Route calls to the Sales Department. * Perform duties in accordance with the Cooperative’s best practices, standards, and procedures. * Ensure compliance with internal policies and processes to strengthen organizational culture. **Requirements and qualifications** **You must have:** * Completed High School education; * Alignment with customer service principles; * Proficiency in Microsoft Office Suite; * Availability to work on a **6x1 rotating schedule**, including weekends and holidays. **Not required, but considered advantageous if you have:** * Experience in face-to-face or telephone customer service; * Background in the healthcare sector. **Additional information** **We are a team passionate about caring for people — and we do so purposefully, diligently, and with enthusiasm!** We are ranked as the **2nd best company in the GPTW Health Ranking and the 5th best company to work for in Rio Grande do Sul (RS)**! **And more:** This year, we achieved the **45th position in the GPTW BRAZIL Ranking!** All of this reflects an exceptional workplace climate built by people who believe in what they do! **Join us in achieving even more!** PROUD TO BE GPTW RS, BRAZIL AND HEALTH! **Those who join the Unimed team can count on:** * **Meal Voucher;** * **Food Voucher;** * **Medical and dental assistance**, extendable to spouses and children; * **SOS** (urgent and emergency care); * **Wellhub** (access to gyms, therapies, nutrition, and well\-being); * **Childcare/School or Babysitter Assistance;** * **Education Assistance;** * **PPR** (Profit and Results Sharing); * **Group Life Insurance;** * **Day Off** to celebrate your birthday as you prefer. **A cooperative with over 50 years of history, market leader in the capital city of Rio Grande do Sul, the Metropolitan Region, Central\-Southern region, and Northern Coast of Rio Grande do Sul.** We stand out through the healthcare solutions we offer, serving over **650,000 lives, with 6\.900 affiliated physicians and 370 service points**, including both owned and accredited facilities. Our operations are made possible thanks to **our employees — professionals who place care first** and choose **Unimed Porto Alegre to advance their careers.** **We are guided by 5 pillars**, reflecting how we operate daily: Strength and tradition in healthcare Proximity Sense of pride and belonging Care in constant evolution Stimulation of development **We value building close and healthy relationships based on collaboration to find solutions and achieve results.** Challenges are part of our daily routine. Our **dynamic environment enables employees to participate in diverse projects** and **continuously develop.** We take **pride in our purpose** and the **positive impact** we generate in the **lives of thousands of people.** We aim to make **a difference in care** — and we know this is achieved through **empathy, attention, and continuous improvement.** **Come empower your talent and your caring spirit. Join Unimed Porto Alegre!**