TELEPHONE OPERATOR - HEAD OFFICE

Description

Job Summary: Grupo Diagmed is seeking a professional to handle telephone inquiries, providing information and proactively addressing patients' questions with attentiveness and care. Key Highlights: 1. Working in diagnostic medicine with a focus on humanized patient care. 2. Conducting telephone appointments and clarifying patients' questions. 3. Interacting with various departments of the company to support patient care. Grupo Diagmed has built its legacy through pioneering spirit and perseverance. With 30 years of market presence, we consistently invest in state-of-the-art technology and highly qualified professionals, earning recognition for meeting each patient’s individual needs through unique and humanized care. Throughout our journey, we have expanded our test portfolio and delivered precise diagnoses across five cities in the interior of São Paulo: Campinas, Jundiaí, Indaiatuba, Sumaré, and Hortolândia. Our specialty is diagnostic medicine, and our purpose is to respect and care for lives. **Responsibilities and Duties** * Conduct telephone appointments and place internal and external calls (to other units); * Accurately convey information; * Provide and clarify patients’ questions regarding preparation instructions, appointments, test result delivery, and unit operating hours; * Interpret the caller’s request and route the call to the appropriate department or handle it directly with the patient; * Perform administrative support tasks related to the call center, respond to emails, confirm appointments, and reschedule patients due to maintenance or appointment cancellations; * Carry out duties relevant to the role using the Call Center Standard Operating Procedures (SOP) and supporting materials; * Demonstrate promptness, attention, self-control, willingness, clarity, appropriate tone of voice, and—above all—active listening; * Seek guidance from coordinators or supervisors for complex scheduling matters; * Immediately report any conflict or serious issue to the coordinator; * Interact with other company departments interfacing with patient care processes via email, telephone, or WhatsApp; * Handle patient requests and complaints by phone; * Cancel appointments or patient requests; * Respond professionally and appropriately to patients via email; * Be available for periodic refresher training; * Forward patient feedback, suggestions, or questions clearly and empathetically; * Maintain an organized workstation and use mandatory personal protective equipment (PPE); * Monitor the call queue in the system to ensure effective patient care; * Adhere to the company’s Code of Conduct and Norms Manual, as well as its values and organizational culture; * Practice Grupo Diagmed’s standardized scripts and phrasings. **Requirements and Qualifications** * Completed High School education; * Customer service experience is considered a plus; * Proficiency in Microsoft Office Suite; * Organizational skills; * Proactivity; * Strong communication skills. **Additional Information** **Benefits:** Meal voucher, Food allowance, Medical assistance, Dental assistance, and Total Pass. **Employment Type:** CLT employment contract, on-site work. **Working Hours:** Monday to Friday: 10:00 AM – 4:20 PM; Alternate Saturdays: 6:40 AM – 1:00 PM With 30 years of market presence, **Grupo Diagmed** has built its history upon pioneering spirit and perseverance. From the outset, we have invested in cutting-edge technology and a team of highly skilled professionals, always committed to meeting each patient’s individual needs through unique and humanized care. Throughout our journey, we have expanded our test portfolio and deliver precise diagnoses across five cities in the interior of São Paulo: **Campinas**, Jundiaí, Indaiatuba, Sumaré, and Hortolândia. In our continuous pursuit of innovation, we have expanded our services to include laboratory tests. Now, our patients can complete all their exams and store their historical results in a single diagnostic center—maintaining the quality and efficiency that have always defined **Diagmed**. In 2024, we took another significant step forward in our growth journey with the opening of a medical specialties clinic at Parque Dom Pedro Shopping. Offering over 25 medical specialties, our goal is to provide greater comfort and efficiency for our patients—delivering all necessary care in one location. Our purpose is simple yet powerful: to respect and care for lives. We continue advancing with this mission, always focused on delivering the best in health and wellness for everyone who trusts **Grupo Diagmed**.