TELEPHONE OPERATOR

Description

The Diagmed Group has built its history through pioneering spirit and perseverance. With 30 years of market presence, we have consistently invested in state-of-the-art technology and a highly skilled team of professionals, earning recognition for meeting the individual needs of each patient with unique, humanized care. Throughout our journey, we have expanded our portfolio of diagnostic exams and delivered precise diagnoses across five cities in the interior of São Paulo: Campinas, Jundiaí, Indaiatuba, Sumaré, and Hortolândia. Our specialty is diagnostic medicine, and our purpose is to respect and care for lives. **Responsibilities and duties** * Schedule appointments by telephone and place internal and external calls (to other units); * Accurately convey information; * Provide and clarify patients' questions regarding exam preparations, appointments, report delivery, and unit operating hours; * Interpret the caller’s request and route the call to the appropriate department or handle it directly with the patient; * Perform administrative support tasks related to the call center, including responding to e\-mails, confirming appointments, and rescheduling patients due to maintenance or schedule closures; * Carry out tasks relevant to the role using the Call Center Standard Operating Procedures (SOP) and supporting materials; * Demonstrate promptness, attentiveness, self-control, willingness, clarity, appropriate tone of voice, and above all, active listening; * Seek clarification from coordinators or supervisors regarding complex scheduling requests; * Immediately inform the coordinator of any conflict or information deemed serious; * Collaborate with other company departments interfacing with patient care processes via e\-mail, telephone, or WhatsApp; * Handle patient requests and complaints via telephone; * Cancel appointments or patient requests; * Respond professionally and appropriately to patients via e\-mail; * Be available for periodic refresher training sessions; * Forward patient feedback, suggestions, or questions clearly and empathetically; * Maintain organization of the workstation and use mandatory personal protective equipment (PPE); * Monitor the call queue in the system to ensure effective patient care; * Adhere to the company’s Code of Conduct and Norms Manual, as well as its values and organizational culture; * Apply standard scripts and phrasings established by the Diagmed Group. **Requirements and qualifications** * Completed high school education; * Customer service experience is considered an advantage; * Proficiency in Microsoft Office Suite; * Organizational skills; * Proactivity; * Strong communication skills. **Additional information** **Benefits:** Meal voucher, Food allowance, Medical assistance, Dental assistance, and Total Pass. **Employment type:** CLT employment contract, with on-site work. **Working hours:** Monday to Friday, 7:00 AM to 1:20 PM Alternate Saturdays, 7:00 AM to 1:20 PM (hours compensated during the week) With 30 years of market presence, the **Diagmed Group** has built its history upon pioneering spirit and perseverance. From the outset, we have invested in cutting-edge technology and a highly qualified team of professionals, committed to meeting each patient’s individual needs through unique and humanized care. Throughout our journey, we have expanded our portfolio of diagnostic exams and provided precise diagnoses in five cities in the interior of São Paulo: **Campinas, Jundiaí, Indaiatuba, Sumaré, and Hortolândia.** In our continuous pursuit of innovation, we have broadened our services to include laboratory tests. Now, our patients can complete all their exams and store their results history in a single diagnostic center—delivering the quality and efficiency that have always been the hallmark of **Diagmed**. In 2024, we took another significant step forward in our growth journey with the opening of a medical specialties clinic at Parque Dom Pedro Shopping. Offering over 25 medical specialties, our goal is to provide greater comfort and efficiency for our patients by delivering all necessary care in one location. Our purpose is simple yet powerful: to respect and care for lives. We continue advancing with this mission, always focused on delivering the best in health and wellbeing for everyone who trusts the **Diagmed Group**.