Description: * Completed high school education * Customer service experience preferred (experience in healthcare customer service is a plus) * Basic Excel knowledge * Attend to users and provide information via telephone and online formats, following internal policies, current legislation, and contractual rules; * Provide courteous, empathetic, and clear service, delivering information, clarifying doubts, and resolving issues according to client demands; when immediate resolution is not possible, forward cases to the relevant departments; * Provide various types of information to beneficiaries and providers via telephone or online format regarding contractual coverage, general administrative information, and authorizing/denying client procedures in accordance with applicable regulations and coverage terms; * Inform clients via telephone or online format about the current status of requests submitted to Unimed, based on system information; * Notify internal departments regarding pending authorization requests whenever clients raise concerns; * Attend to and guide the provider network regarding procedures not automatically authorized by the system, evaluating eligibility and authorizing or denying them according to departmental autonomy, internal corporate documents, and/or contractual status; * Attend to clients via telephone, assess plan eligibility, and schedule appointments for the Own Network (excluding Santos Dumont and SDUALN), as well as Psychology and Nutrition services at NAIS; * Attend to clients and the Accredited Network via telephone or online format, assess plan eligibility, and schedule exams for the CDI area of Santos Dumont and SDUALN; * Receive emergency and urgent hospitalization requests within the coverage area or exchange network—whether for clients holding their own cards or not—to locate available beds according to contractual eligibility and internal workflow; * Receive general calls via PABX and direct them to the appropriate departments; * Recover abandoned calls from the Customer Service Center (SAC), returning contact via telephone or online format for follow-up; * Generate reports extracted from the SAE system per internal corporate documentation and send them via e-mail to Supervision and Coordination for analysis, when necessary; * Filter and verify daily entries in the Central de Vagas (Vacancy Center) spreadsheet and forward them via e-mail to Supervision and Executive Management of the area for analysis; * Update the area’s IT documentation when required; * Assess facial biometrics eligibility and regularize or maintain denial in case of registration inconsistencies; * Conduct mystery shopper processes when required; * Support updating internal area manuals to ensure standardized and up-to-date information across the Network. 251221020255605811