Assistente de Service Desk providing technical support in São Paulo. Responsible for opening calls and assisting the team with technical issues.
About the role
- Administrative Assistant providing critical support to patients and families in a healthcare setting. Handling inquiries, resolving conflicts, and ensuring smooth service delivery.
Responsibilities
- Multichannel Support: Provide assistance via WhatsApp and telephone, maintaining speed and courtesy.
- Workflow Management: Guide patients on submitting medical requests for Home Care review, advising on response SLAs.
- Conflict Mediation: Serve as the frontline contact for complaints about missing staff and other home care service issues.
- Support for Technical Denials: Communicate and advise families in cases of technical denial (when a request is not covered), focusing on maintaining a compassionate, humanized relationship.
- Internal Liaison: Contact service providers to resolve staff absences or replacements.
- Materials and Medication Logistics: Verify patients' addresses for monthly order deliveries and open service tickets.
Requirements
- Experience in customer service (experience in healthcare, clinics, or home care preferred).
- Assertive Communication: Ability to convey complex information clearly and calmly.
- Emotional Intelligence: Ability to handle complaints and stressful situations while maintaining empathy.
- Digital Agility: Proficiency with WhatsApp tools and systems.
- Proactive, solution-oriented profile: Does not pass the problem on but seeks solutions.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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