Customer Service Leader - Flamengo

Description

Job Summary: Vitus Group is seeking a professional to manage the customer service team, optimize workflows and processes, and ensure patient satisfaction at its clinic. Key Highlights: 1. Focus on people and efficient management 2. Driven by the purpose of creating an active and pain-free Brazil 3. A company in transformation, focused on excellence We are a Group composed of brands with over 45 years of experience in healthcare, present in the states of Rio de Janeiro, São Paulo, Minas Gerais, Espírito Santo, Paraná, and Ceará, conducting over 456,000 consultations annually and caring for more than 100,000 patients. Our identity was built by balancing a focus on people with efficient management; therefore, we value professionals who are curious, empathetic, warm-hearted, trustworthy, yet also efficient, agile, assertive, results-oriented, and process-driven. We are driven by the purpose of creating an active and pain-free Brazil, transforming healthcare relationships by offering an ecosystem of excellence to patients with musculoskeletal conditions and assisted therapy. We are undergoing transformation and seek professionals who wish to be part of our story. To work with us, you must identify with our values: FOCUS ON PEOPLE ### **Our Values** **People are our DNA:** We act fairly in our relationships with patients, colleagues, partners, and service providers. We encourage dreams and value individuals based on their competencies. **We simplify to do things well:** We anticipate problems and seek the most efficient way to carry out tasks, acting immediately and in coordination, with a solution-oriented focus. **We strive for more:** We relentlessly pursue growth, value feedback, and continuously aim to deliver the best possible experience. **We empower people:** We proactively solve problems and seek opportunities, taking responsibility for our tasks without shifting it to others. If you want to make a difference, you’ve found the right place! Join us and help write our story! \#**WeAreVitus** \#**ForALifeWithoutPain** **Responsibilities and Duties** **ACTIVITY DESCRIPTION:** * Monitor NPS and propose improvement actions based on patient feedback; * Organize the customer service workflow; * Direct the team in executing their activities, focusing on patient satisfaction; * Monitor authorization requests and contact involved parties to expedite approvals; * Conduct alignment meetings with the team; * Monitor, evaluate, and propose improvements to the customer service process; * Manage front desk operations; * Support customer service activities as needed; * Register medication prescriptions; * Open and close the clinic; * Mediate conflicts; * Monitor patient wait times for medical appointments and propose process improvements; * Monitor and direct submission of prescriptions to pre-billing and billing departments; * Ensure the department remains organized and clean; * Support the team whenever necessary; * Assist patients navigating the clinic; * Interact with physicians, providing necessary support for appointment organization; * Interact with clinic professionals, focusing on the patient journey; * Interact with patients whenever necessary; * Manage employee attendance records; * Schedule employee vacations; * Conduct performance evaluations; * Provide feedback; * Train and develop the team; * Conduct interviews; * Request and communicate employee offboarding, if necessary; * Implement initiatives focused on improving organizational climate and team engagement. **Requirements and Qualifications** **Mandatory Requirements:** * Completed high school education; * Strong verbal fluency; * Proficiency in Microsoft Office Suite; **Desirable Requirements:** * Flexible availability (occasional schedule changes); * Experience in team management is desirable; * Experience in healthcare customer service is a plus; * Knowledge of Tasy system; * Familiarity with prescriptions; * Currently pursuing or completed undergraduate degree. **Additional Information** **Location:** Flamengo - RJ **Workload:** 44 hours/week **Benefits:** Health insurance, Dental insurance, Meal/food allowance, Total Pass. Vitus Group was founded in 2019 with the goal of expanding our approach to caring for and valuing our patients’ health, driven by the purpose of creating**an active and pain-free Brazil.** We are composed of brands with over 45 years of experience in healthcare. Currently, we operate in Rio de Janeiro and São Paulo, conducting over 120,000 consultations annually and caring for more than 40,000 patients. Our ecosystem comprises multiple brands distributed across three business units: Orthopedics, Assisted Therapy, and Digital Rehabilitation. Our infrastructure is designed to provide patients with: consultations delivered by an outstanding clinical team; state-of-the-art diagnostic exams; pharmacological treatments; assisted therapy **with international certification**; and both in-person and digital rehabilitation. **Now that we’ve introduced WHAT we do, let’s discuss HOW we do it.** We are driven by the purpose of creating an active and pain-free Brazil, transforming healthcare relationships by offering an ecosystem of excellence in musculoskeletal treatment. Our identity was built by balancing a focus on people with efficient management; therefore, we value professionals who are curious, empathetic, warm-hearted, trustworthy, yet also efficient, agile, assertive, results-oriented, and process-driven. To identify with us, you must recognize yourself in our values: We are a company undergoing transformation and seek professionals who wish to be part of the story of this company — a reference in treating patients with musculoskeletal disorders and assisted therapy. \#SomosVitus \#PorUmaVidaSemDor