Customer Service Coordinator

Description

Job Summary: Abler is seeking a Customer Service Coordinator to supervise and train teams, ensure efficient service delivery, and guarantee patient satisfaction in Florianópolis. Key Highlights: 1. Supervise and guide the reception and customer service team 2. Train the team to deliver humane and high-quality service 3. Handle problem resolution and ensure all requests are fulfilled The company seeks a Customer Service Coordinator in Florianópolis. Abler is a company specialized in technological solutions and innovation, offering services aimed at optimizing processes and improving business efficiency. **Responsibilities:** Supervise and guide the reception and customer service team, assigning tasks and ensuring efficient execution of activities. Train the team to provide humane and high-quality service by conducting regular training on best practices for welcoming patients and managing conflict situations. Monitor team performance, provide feedback, and promote continuous development. Ensure that patient registration, triage, and referral for treatment occur quickly and in an organized manner. Directly handle problem or conflict resolution, ensuring patients and their families have their needs appropriately addressed. Collaborate with physicians, nurses, and other healthcare professionals to ensure patient records, information, and requirements are promptly available and fulfilled. Ensure the customer service team is well-informed about specific protocols and procedures, guaranteeing effective interdepartmental communication. Implement and monitor service quality indicators, such as waiting time, patient satisfaction rate, and problem resolution rate. Conduct patient and family satisfaction surveys to continuously identify opportunities for service improvement. Develop and implement corrective or improvement actions based on patient feedback. Supervise appointment scheduling, ensuring correct allocation of patients into available time slots. Monitor and ensure up-to-date patient registration data, as well as organization and accessibility of medical records. Promote a welcoming and humane environment, ensuring patients and their families feel well-supported from the moment they arrive at the clinic. Perform initial intake for new patients, explaining treatment processes, rights and responsibilities, and providing key guidance regarding service delivery. Facilitate communication between patients and the healthcare team, mediating any special needs or requests arising during treatment. Ensure required documentation for service delivery is always organized and available, including medical records, health insurance authorizations, and updated patient data. Monitor and maintain control over all documents related to service delivery, such as follow-up reports and treatment authorizations. Previous experience as Customer Service Supervisor, Relationship Manager, Customer Support Team Leader, or Customer Experience Coordinator may indicate alignment with some responsibilities of this position. **Desired Qualifications:** **Education:** Completed undergraduate degree **Experience:** Relevant experience required **Compensation and Benefits:** * Salary: 3\.438,27 * Performance-based bonus * Meal allowance * Parking * Pharmacy benefit plan * Health insurance * Dental insurance * Birthday day off **Additional Information:** * Employment type: Full-time, on-site * Schedule: Full-time * Working hours: Monday to Friday, from 07:00 to 16:00\.