You are applying to our talent pool for positions throughout Brazil, in locations where Rede Américas operates (Northeast, Midwest, Southeast, and South regions of Brazil). Therefore, we emphasize that as soon as a position matching your profile becomes available, we will contact you. In the meantime, keep your information updated and complete all online assessment steps so we can get to know you better. **Responsibilities and duties** About the position: Promote proactive visits aiming to facilitate patients' hospitalization journey and ensure a positive experience for patients and companions at the hospital; Monitor the NPS platform daily, directing negative experience surveys to respective departments for clarification with patients, and maintain platform categorization for report closure; Responsible for in-person patient service, mediating patient needs with relevant departments; Make calls to selected patients for the HCAHPS survey, using an empathetic approach and standardized service script, aiming to obtain reliable data contributing to continuous improvement in patient experience and institutional performance; Responsible for promoting humanization and patient/family engagement initiatives in partnership with concierge and other departments; Organize commemorative dates defined in the annual calendar for patients and employees; Accompany the journey of patients and companions requiring support during vulnerable moments, promoting multidisciplinary team meetings when necessary and preparing meeting minutes. Responsible for in-person handling of medical record requests and delivery, once provided by Same; Respond to complaints within regulatory deadlines (Reclame Aqui, Nips, Salesforce), as well as share compliments with managers; Provide support and guidance to families in cases of death; Manage death certificates and be responsible for reporting replacements to the regulatory body (Proim); Other related activities; **Requirements and qualifications** If you believe in care that embraces and want to transform healthcare worldwide, in our care areas you will find a place of care and support. To transform healthcare, it is necessary: Academic background: Complete High School education; Knowledge of regulatory deadlines for customer service (SAC) Office Suite (Word, Excel) Previous experience in healthcare or hospital/customer service (SAC) **Additional information** By caring for our people, we become the healthcare that people desire and the world needs. Check out our benefits: * Food care: Meal Allowance/Grocery Allowance or On-site Cafeteria (depending on location); * Health care: Health Insurance and Life Insurance; * Development care: Career Development Cycle, Technology Academies/PMAX, and Crescer Program; * Others: Transportation Allowance. **Only Rede Américas has – Health Program based on 5 pillars:** * Spiritual: Yoga; * Physical: TotalPass, primary care clinic, discounts on exams and vaccines; * Relational: UAU Benefits Club, SESC benefits; * Emotional: Telepsychology. * **Benefits may vary according to the job location and brand.** We are Rede Américas, **the multiplatform healthcare network**, whose purpose is to deliver comprehensive, precisely tailored healthcare. We are looking for **talents who believe it's possible to provide the best and most advanced healthcare.** **If you are passionate about care and believe in high-quality medicine, join Rede Américas!** **We are committed to Diversity!** We encourage applications from everyone who recognizes the importance of building an environment free from prejudice, harassment, and discrimination. Together, we always deliver our best. ***Important: we do not charge any fees during our selection processes.***