Contact Center Administrator

Patient care throughout the Spanish territory via remote means (telephone, videoconference, email, etc.) to provide solutions to their needs in the shortest possible time and in the most satisfactory manner.

The more detailed functions will be, among others:
Telephone assistance:
To properly receive and attend to calls from patients throughout the Spanish territory:
- Adapting the service level and urgency to the criticality and therapy of patients according to the guidelines provided.
- Adapting the service level to the contractual particularities of each region or contract to which the patient belongs.
- Assisting patients with service requests or incident resolutions, providing an adequate response to their need but through the most efficient route, using the various channels opened by the company at any given time.
- Resolution of their incidents via remote means, sending messaging to their home, scheduling them for therapy reviews, performing remote reviews of their therapy (having been trained and authorized for this), or if an immediate response to their need cannot be provided, managing the notification to the delegation for execution.
- All of this while respecting to the maximum extent the quality of service and the needs of the patients.
- Treating patients by generally following the provided Scripts, staying updated with the new processes and tools at your disposal.
- Conducting surveys for patients and hospitals.
- Carrying out patient data collection campaigns.
- Following up on patient complaints and providing solutions as quickly and effectively as possible.
- Attending to customer needs for Air Liquide's APP / WEB.