Continuous Care Therapy Manager

At Air Liquide Healthcare Iberia, we are specialists in the manufacture and comercialization of medical and healthcare gases. We manufacture and supply medical gases; we develop, install, maintain equipment and propose essential solutions for their proper use.

We work with the highest safety standards in all our processes to ensure the proper use and handling of our gases, services and equipment at all times. In addition, we have a large team of experts and professionals who have an in-depth knowledge of our customers' needs.

Telephone/telematic attention and management of clients/patients in a Contact Center in accordance with corporate protocols, tools, and IT systems in service 365x24h and supporting other administrative tasks according to AL group protocols.

Telephone attention:

Receive and properly attend to calls from patients throughout the Spanish geography:

• Adapting the service level and urgency to the criticality and the patient's therapy in accordance with 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 appropriate 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 telemically, sending messaging to their home, scheduling appointments for therapy reviews, performing telematic 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 the quality of service and the needs of the patients to the maximum extent.
• Treating patients generally following the provided Scripts, staying updated with the new processes and tools at their 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 the needs of Air Liquide APP / WEB clients.
• In addition to RAAP functions, they will attend to patient needs in a 24H service, including night shifts and weekends.
• They must provide support to patients more autonomously than a patient care administrative officer during night shifts, therefore requiring greater training and autonomy.
• They will be personnel capable of providing more support to the patient in case of an incident, so they may serve as support for their own colleagues or assist at a level 2 call criticality.
• They will be considered expert personnel in therapies with a higher level of resolution.