CUSTOMER SERVICE ASSISTANT

Description

Funcional Health Tech is driven by the certainty that Health is the main pillar of people's lives, which is why we break down barriers to promote it sustainably. To fulfill our purpose, we innovate every day by uniting people, technology, and data to provide the health ecosystem with solutions that generate efficiency and sustainability throughout the chain. Here, you will participate, directly or indirectly, in the creation of new solutions for the most diverse health services because that is the daily mission of all of us at Funcional. We research, create, and make things happen, because it is in our DNA. **Responsibilities and attributes** **Your mission as a Customer Service Assistant will be:** Act in support of the beneficiaries of a High Management client, ensuring agile, effective, and humanized service in voice channels and administrative dealings, with a focus on quality, SLA compliance, and excellence in the beneficiary experience. Main Responsibilities: * Provide inbound telephone service to beneficiaries, providing clear and assertive guidance on the Pharmacy Benefit (BF) * Register, analyze, and handle operational demands (cases, tasks, and requests) in internal and client systems * Act in the management of ombudsman services, ensuring critical analysis, prioritization, and feedback within the agreed SLA * Handle NIP (Preliminary Intermediation Notification) dealings, with information gathering, history analysis, and construction of an appropriate response * Follow up on cases end-to-end, ensuring feedback to the beneficiary and avoiding re-contact * Identify systemic or operational inconsistencies and correctly direct them to support areas (N2\) when applicable * Support the resolution of problems related to transactions, eligibility, coverage, and benefit utilization * Ensure the correct registration of information, ensuring traceability and history of services * Act with a focus on first contact resolution (FCR) and reduction of recurrence * Meet the established operational indicators (e.g., SLA, quality, abandonment, productivity) **Requirements and qualifications** **For this, we expect you to have:** * Completed or ongoing higher education (a differential in the health field) * Office package with emphasis on Excel. **Additional information** **What it is like to work here at Funcional Health Tech:** * Our team is incredible, we collaborate and work together to go further. * Our culture is agile and we are in constant evolution. * We encourage professional growth and the development of our employees with various actions and meetings, through a training platform and monthly webinars. "Funcional recognizes that diversity brings benefits to the business and that a plural and collaborative environment is conducive to innovation. Thus, our opportunities embrace all talents, without distinction of color, race, gender, or any disability condition. All talents can participate equally in Funcional's selection processes. Come be part of our team!" **About Funcional Health Tech** For more than 25 years, we have believed that caring for health is caring for life in its fullest form, connecting companies, pharmacies, industries, and people, to expand access to medicines and promote intelligent and sustainable care. Our team is collaborative, diverse, and passionate about generating real impact. Restlessness with impact. Innovation is our nature, and we do it with data intelligence and a focus on value, because people's lives are our purpose. We use cutting-edge technology, data analysis, and a multidisciplinary team to create solutions that improve the health journey of millions of Brazilians. Our new positioning reinforces who we have always been: protagonists in the transformation of health, uniting intelligence, empathy, and purpose. Here, you will directly contribute to creating and improving solutions that facilitate access, improve treatment adherence, and generate concrete results for patients and partners. We research, create, and put into practice, because caring is in our DNA. **What you will find here** Care for people is the essence of our business. Our benefits were designed to support your health, well\-being, development, and work-life balance: **For your health:** * Health and dental plan * Pharmacy Benefit: Funcional subsidizes part of your medications * Life insurance * Flu vaccine * Integrated health management program for employees and their dependents * TotalPass: access to gyms and well\-being services **For your family:** * Daycare assistance * Extended maternity and paternity leave **For your well\-being and development:** * Home office assistance (for remote positions) * Transportation voucher (for on-site positions) * Meal/food voucher * Annual Profit Sharing Program (for eligible positions) * Birthday day off * Continuous development actions * Partnerships with educational institutions **Here, your talent finds purpose.** **OUR CULTURE** **CONNECTED WITH THE CLIENT!** We actively listen, understand needs, and create solutions that delight and generate real impact. Our customer-centricity is human, empathetic, and data-driven. \#EMPATHYTHATTRANSFORMS **UNWAVERING ETHICS!** We do what is right, always, even when it is more difficult. Ethics is at the center of every decision, relationship, and delivery. For us, integrity is the foundation, not an option. \#NOSHORTCUTS **EXCELLENCE DELIVERS VALUE!** We do it with quality, efficiency, and agility. Excellence is our daily commitment to life. \#EXCELLENCEISRESPECT **COLLABORATION WITHOUT BORDERS!** We are stronger together. We overcome challenges, sum up knowledge, and connect people, areas, and partners to create complete and integrated solutions. \#TOGETHERFOR\+HEALTH **PURPOSEFUL RESTLESSNESS!** Innovation is our nature, and we do it with data intelligence and a focus on value. We question the present to build a healthier and more accessible future. \#MEANINGFULINNOVATION **HERE WE TALK STRAIGHT!** Speaking with truth and listening with attention is how we create trust. We value direct, respectful, and constructive dialogues. That is how healthy relationships are. \#STRAIGHTTALK