Customer Service Leader - Flamengo

Description

Job Summary: Manage the reception, monitor patient service processes, mediate conflicts, and lead the team with a focus on patient satisfaction and continuous improvement. Key Highlights: 1. Team leadership and operational management of the reception 2. Focus on patient satisfaction and process improvement 3. Monitoring and development of team members Description: Mandatory Requirements: * Completed high school education; * Strong verbal fluency; * Proficiency in Microsoft Office Suite; Desirable Requirements: * Flexibility in work schedule (occasional shift swaps); * Prior experience in team management is preferred; * Experience in healthcare service delivery is a plus; * Familiarity with Tasy system; * Knowledge of medical authorization forms (guides); * Currently pursuing or having completed a bachelor's degree. JOB RESPONSIBILITIES: Monitor Net Promoter Score (NPS) and propose improvement actions based on patient feedback; Organize patient flow; Direct 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 the patient service process; Perform operational management of the reception area; Support patient service activities as needed; Process medication authorization forms; Open and close the clinic; Mediate conflicts; Monitor patient waiting times 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 in navigating the clinic; Interact with physicians to provide necessary support in organizing patient care; Collaborate with clinic professionals, focusing on the patient journey; Interact with patients whenever necessary; Handle team members' attendance records; Schedule employee vacations; Conduct performance evaluations; Provide feedback; Train and develop the team; Conduct interviews; Initiate and communicate staff termination procedures, if required; Implement initiatives focused on improving organizational climate and team engagement. 2512100202181912053