Description: * High school diploma required; * Customer service experience is considered a plus; * Proficiency in Microsoft Office Suite; * Organizational skills; * Proactivity; * Strong communication skills. * Conduct telephone scheduling and place internal and external calls (to other units); * Accurately convey information; * Provide and clarify patient inquiries regarding preparation instructions, appointments, test result delivery, and unit operations; * Interpret the caller’s request and either transfer the call to the appropriate department or handle it directly with the patient; * Perform administrative support tasks related to the call center, including responding to emails, confirming appointments, and rescheduling patients due to maintenance or appointment cancellations; * Carry out duties pertinent to the role using the Call Center Standard Operating Procedures (SOP) and supporting materials; * Demonstrate promptness, attentiveness, self-control, willingness, clarity, appropriate tone of voice, and—above all—active listening; * Seek clarification from coordination or supervision for complex scheduling matters; * Immediately report any conflict or critical information to the coordinator; * Interact with other company departments involved in patient care processes via email, phone, or WhatsApp; * Handle patient requests and complaints via telephone; * Cancel appointments or patient requests; * Respond to patients via email in an appropriate and professional manner; * Be available for periodic refresher training sessions; * Forward patient feedback, suggestions, or questions clearly and empathetically; * Maintain organization of the workstation and use mandatory personal protective equipment (PPE); * Monitor the call queue in the system to ensure effective patient service; * Adhere to the company’s Code of Conduct and Norms Manual, as well as its values and organizational culture; * Practice standard scripts and phraseology used by Diagmed Group. 2512170202551626211