CUSTOMER MANAGEMENT ASSISTANT II

Description

**Job Description:** ---------------------- The Customer Management Department has an open position for Customer Management Assistant II. We are seeking professionals committed to results, agile and proactive in supporting departmental activities, with a focus on customer relationship and service, aligned with Unimed's values, the Unimed Way of Caring, and the objectives of the Paraná Unimed System. \- Increase customer satisfaction through welcoming and patient-centered care; \- Ensure access to our cooperative/credentialed network by scheduling appointments, exams, therapies, and procedures; \- Negotiate timely measures to reduce healthcare costs, manage and guide customers regarding potential reimbursements clearly and efficiently; \- Prevent NIPs (Non-Compliance Incidents) arising from failures in providing access to the credentialed/cooperative network; \- Minimize the risk of fines and sanctions resulting from the absence or unavailability of a credentialed network; \- Analyze, record, and monitor all customer interactions and complaints with the Operator in the CRM Service system; \- Analyze complaints and interact with Federation and Singular teams to resolve scheduling requests; \- Confirm prior authorization to ensure service delivery and compliance with deadlines set forth in Resolution No. 566; \- Contact customers to validate information registered in the CRM Service system; \- Receive necessary information or documents to enable service delivery; \- Collaborate with other support areas such as Network Management and Medical Audit to resolve complaints; \- Conduct active searches for services, preferably within the cooperative/credentialed network, including telemedicine services when necessary and with customer consent; \- Record justifications in the CRM Service system for requests of authorization for private services, where applicable; \- Maintain constant communication and follow-up on feedback via CRM and e\-mail; \- Notify Network Management for cases requiring negotiation; \- Facilitate document delivery and guidance to customers through various channels (WhatsApp, telephone, e\-mail, SMS); \- Close protocols in the CRM Service system clearly, reflecting interactions with customers, other departments, and Singulars; \- Comply with guidelines established by ANS Resolution No. 566. **Essential Requirements:** ------------------------------ * Completed High School Education; * Customer-centered attention; * Genuine desire to help and make a difference in people's lives; * Commitment and engagement toward achieving goals and meeting deadlines. **Desirable Requirements:** -------------------------- * Currently pursuing a Bachelor’s degree; * Knowledge of Law No. 9656, Ombudsman and SAC Decrees; * Experience in Customer Experience Management; * Proficiency in Microsoft Office Suite; * Understanding of health plan regulations (Law No. 9\.656, Resolutions No. 566, 561, 593, 465, 623, among others). **Employment Type:** -------------------------- CLT **PwD (Persons with Disabilities):** -------- NOT APPLICABLE **Work Location:** ---------------------- UNIMED PARANA **Working Hours:** ------------------------ 8 hours per day, Monday to Friday.