Customer Assistant

Description

Job Summary: The professional will work at Rede Américas, promoting the hospital admission journey, monitoring patient experience, and providing in-person care and humanization initiatives. Key Highlights: 1. Promote the hospital admission journey and monitor patient experience. 2. Provide in-person care and humanization initiatives. 3. Accompany patients during vulnerable moments and respond to complaints. You are applying to our talent pool for opportunities across Brazil, in regions where Rede Américas operates (Northeast, Central-West, Southeast, and South). As soon as a position aligned with your profile becomes available, we will contact you. In the meantime, keep your information updated and complete the online assessment stages. This process helps us better understand who you are and how your background can contribute to our commitment to delivering compassionate, welcoming care guided by ethics, trust, and agility in decision-making. We seek individuals who, like us, believe in excellence and are passionate about making a difference in the lives of those we serve. **Important: Rede Américas does not charge any fees during its selection processes.** **Responsibilities and Duties** Here, your role makes a difference every day. Review position details below: Conduct proactive visits to facilitate patients’ hospital admission journeys and ensure a positive experience for patients and their companions at the hospital; Monitor the NPS platform daily, directing detractor experience surveys to relevant departments for clarification with patients; maintain platform categorization for report closure; Responsible for in-person patient care, acting as an intermediary between patients’ needs and respective departments; Make calls to selected patients for the HCAHPS survey, using empathetic communication and a standardized script, aiming to collect reliable data that contributes to continuous improvement of patient experience and institutional performance; Lead humanization and patient/family engagement initiatives in partnership with the concierge and other departments; Organize annual calendar-defined commemorative events for patients and staff; Accompany patients and companions requiring support during vulnerable moments, facilitating multidisciplinary team meetings when necessary and preparing meeting minutes. Responsible for in-person handling of medical record requests and delivery, after being processed by Same; Respond to complaints within regulatory deadlines (Reclame Aqui, Nips, Salesforce), and share compliments with managers; Provide emotional support and guidance to family members in cases of death; Manage death certificates and ensure replacement with the regulatory authority (Proim); Other related duties; **Requirements and Qualifications** If you believe that **care** begins with preparation and intention, this may be the right place for you. To **care** with us, it is important to have: Academic Qualification: Completed High School; Knowledge of regulatory timelines for Customer Service Centers (CSC); Proficiency in Microsoft Office (Word, Excel); Previous experience in healthcare or hospital/CSC service. **Additional Information** Our **care** starts at home—delivering the best for our people. At Rede Américas, we value those who build **care** daily. Therefore, we offer benefits designed for your well-being, development, and quality of life. Check them out: * **Care** for nutrition: meal allowance, food voucher, or on-site cafeteria (depending on the unit); * **Care** for health: health insurance and life insurance; * **Care** for your development: Américas Gym, Development and Career Cycle, Culture Academy, and Grow Program within Rede Américas; * **Others:** transportation allowance, SESC benefits, and recognition programs. Only at Rede Américas do we offer the “Bem Cuidar” (Good Care) Program, built upon pillars of physical, mental, and emotional health. Our care pathways are designed for our people’s well-being, promoting healthy habits, disease prevention, and stress reduction. Learn more: * **Mental and emotional health:** specialized psychosocial support and counseling provided by psychologists, psychiatrists, and social workers, tailored to each individual’s care needs; * **Social assistance:** remote social support through social workers for issues including financial insecurity, health concerns, guidance on social benefits, and others; * **For Pregnant Employees:** multidisciplinary follow-up and monthly discussion groups; * **Quality of life:** with TotalPass, you gain access to gyms and physical activities under special conditions—more health and well-being for your daily life; * **Health Campaigns:** monthly awareness actions based on health management data, focused on prevention and promotion of healthy habits; * **Oncology Support:** a set of initiatives offering emotional support, guidance, and psychosocial assistance to employees undergoing oncological treatment, promoting greater well-being and support throughout treatment. * Benefits may vary depending on the job location and brand. If care is also your passion, this is your place. Apply now and build a purpose-driven career grounded in practice. We are Rede Américas, **a multiplatform healthcare assistance network**, committed to delivering comprehensive, precisely calibrated care for health. We are seeking **talents who believe it is possible to provide the best and most advanced healthcare assistance.** **If you are passionate about caring and believe in quality medicine, join Rede Américas!** **We Are Committed to Diversity!** We encourage applications from all individuals who recognize the importance of building an environment free from prejudice, harassment, and discrimination. Together, we always deliver our best. **Important: we do not charge any fees during our selection processes.**