**Description:** **Required Knowledge:** Microsoft Office Suite: Word, Excel, and PowerPoint; experience as a receptionist in the healthcare or hospitality industry. **Desirable Knowledge:** Familiarity with ANS (National Health Agency) regulations and resolutions; Intermediate-level Microsoft Office proficiency; Fluent English; knowledge of an additional language is a plus. **Required Education:** Currently pursuing a bachelor’s degree. **Required Field of Study:** Hospitality Management, Tourism, Secretarial Studies, or related fields. **Summary Description:** Address diverse beneficiary requests regarding the use of Aurum health plan services. Assist in locating physicians, clinics, hospitals, and laboratories. Guide beneficiaries in person, by phone, or via other service channels. Deliver a high-quality, successful, and efficient customer experience. **Detailed Description:** Assist in locating physicians, clinics, hospitals, and laboratories, supporting beneficiaries throughout the entire process—from prioritizing care and securing hospital reservation slots to obtaining hospital admission authorization, scheduling consultations, exams, and surgeries—always aiming for speed and beneficiary well-being. Guide beneficiaries in person, by phone, or via other service channels, responding to requests received via email/Corporate WhatsApp and CRM (Customer Relationship Management), clarifying doubts, providing information about the health plan, and routing inquiries to the responsible departments for resolution. Contact beneficiaries to gather detailed information about their requests and route them to the appropriate departments, monitor case resolution, mediate conflicts, and negotiate with involved parties to achieve satisfactory outcomes. Analyze departmental responses to beneficiary requests and complaints to identify opportunities for process improvement and implement corrective actions when appropriate. Carefully review all reimbursement requests according to the contracted plan type to ensure timely and accurate payment processing. Engage team members by sharing relevant activities and workflow procedures, and assist in training new employees. Maintain and safeguard equipment, resources, materials, and the work environment under one’s responsibility. Comply with all applicable standards, procedures, internal regulations, corporate policies, and occupational safety norms specific to the department. Provide full remote support during scheduled shifts. All requests must be prioritized to ensure comprehensive beneficiary coverage. Perform other duties pertinent to the role, as directed by the department manager. 2512110202491868652