Customer Service Analyst

Description

Job Summary: A customer support professional focused on satisfaction, quality, and institutional image; manages requests, performs analyses, and collaborates with multiple departments to drive continuous improvement. Key Highlights: 1. Focus on customer satisfaction and institutional image 2. Data analysis and proposal of improvements 3. Strategic interaction with various departments **Job Description:** Perform customer support activities by addressing requests identified through various communication channels, aiming to meet defined quality standards, ensure customer satisfaction, and safeguard the Institution's image. Organize, record, and follow up on meetings requested by customers with the Executive Board, preparing response materials when necessary according to identified requests, aiming to ensure customer satisfaction and safeguard the Institution's image. Conduct visits and/or patient consultations as required by identified needs, acting promptly to resolve issues while meeting defined quality standards, ensuring customer satisfaction, and preserving the Institution's image. Analyze customer satisfaction data from your unit, identifying prevalent issues and collaborating with departmental management to propose improvement actions and solutions. Monitor adherence to deadlines and quality of requests received via various channels (telephone, e\-mail, chat, etc.). Update performance indicators and support immediate supervision in preparing the monthly critical analysis. Validate responses to be sent to customers using critical judgment and proposing the best alternative. Prepare reply letters for complaints from health insurance providers and medical complaints. Ensure personal, team, third-party, and others' physical safety by adopting and promoting risk prevention attitudes and general health quality promotion; Record and/or forward, when required, customer and visitor requests to the responsible department, seeking to resolve or clarify raised issues and deliver humanized service; Support implementation of improvements aligned with departmental needs, meeting Mater Dei Health Network’s expectations regarding productivity indices, cost reduction, and result maximization, thereby fulfilling client-supplier chain requirements; Interact with other departments and participate in meetings to jointly develop strategic planning and other processes in accordance with organizational guidelines; Assume responsibility for the quality, reliability, and performance of resources, services, and information generated by tasks under your responsibility, maintaining confidentiality regarding matters related to Mater Dei Health Network activities; Ensure proper maintenance of assets by requesting repairs, maintenance, and/or replacement whenever necessary; Support your immediate manager/leader on matters inherent to your area of operation, reporting and discussing problems and irregularities to assist in defining procedures and actions to be adopted; Perform other related duties at the discretion of the immediate manager/leader. **Requirements:** Mandatory Bachelor’s degree in Social Work, Health Management, or related fields; Customer service experience; Two years of experience in responsibilities associated with this position. Desirable Completed or ongoing postgraduate studies; Three years of experience in responsibilities associated with this position.