Customer Service Leader - Flamengo

Description

Job Summary: Manage the reception desk, monitor patient care and satisfaction, and lead the team with a focus on continuous improvement of processes. Key Highlights: 1. Team leadership and management 2. Focus on patient satisfaction and journey 3. Optimization of service processes Description: Mandatory Requirements: * Completed high school education; * Strong verbal fluency; * Proficiency in Microsoft Office Suite; Desirable Requirements: * Flexible availability (occasional shift swaps); * Prior experience in team management is desirable; * Experience in healthcare service delivery is a plus; * Familiarity with Tasy system; * Knowledge of medical authorization guidelines; * Currently pursuing or having completed a bachelor's degree. ACTIVITY DESCRIPTION: Monitor NPS scores and propose improvement actions based on patient feedback; Organize patient flow; Guide the team in performing their duties, focusing on patient satisfaction; Track authorization requests and contact relevant parties to expedite approvals; Conduct team alignment meetings; Monitor, evaluate, and propose improvements to service processes; Perform operational management of the reception desk; Support service activities as needed; Process medication authorization forms; Open and close the clinic; Mediate conflicts; Monitor patient waiting time for medical appointments and propose process improvements; Monitor and direct submission of authorization forms to pre-billing and billing departments; Ensure the department remains organized and clean; Provide support to the team whenever necessary; Assist patients with navigation within the clinic; Interact with physicians, providing necessary support for organizing patient care; Interact with clinical staff, focusing on the patient journey; Interact with patients whenever necessary; Handle employee attendance records; Schedule employee vacations; Conduct performance evaluations; Provide feedback; Train and develop the team; Conduct interviews; Initiate and communicate employee termination procedures when required; Implement initiatives focused on improving organizational climate and team engagement. 2512100202181912053