Customer Service Agent

Guarantee optimal and comprehensive patient care at both an informative and administrative level, following administrative processes and current legislation. Facilitate internal communication for the center's professionals while simultaneously handling patient records and appointments, striving to satisfy the expectations of both internal and external customers. Ensure compliance with quality standards in patient care.

1. Receive and inform patients arriving at the center for treatment. Inform and guide the patient, their family members, and users in general regarding aspects concerning their stay at the center.
2. Verify the documentation provided by patients. And prepare all documentation requested by patients regarding tests, treatment, and diagnosis (films, reports, etc.).
3. Register patients for admissions and operating rooms, requesting and verifying the necessary documentation and organizing it to assign it to the corresponding area. And register patients entering medical consultations to ensure the collection of the consultation fee.
4. Provide telephone assistance to the center's professionals, scheduling interconsultations and facilitating internal communication. And perform in-person appointments for patients who request them, contributing to agenda planning.
5. Act as a mediator and carry out patient follow-up in case of incidents, suggestions, or complaints, serving as the link between the patient and the involved parties. Collaborate in the resolution of any incidents that arise.
6. Inform the patient about the relevant administrative process corresponding to the healthcare service to be carried out, notifying the area and ensuring its correct processing.
7. Register the healthcare activity performed on the patient for future billing.
8. Perform billing for patients who visit the center privately and require an invoice for payment.
9. Manage emails and internal calls, as well as other administrative tasks related to filing and document management.
10. Manage accident reports or mutual insurance authorizations for surgical interventions.
11. Monitor customer service times, collaborating in the organization and distribution of tasks by type among the team to reduce waiting times.
Provide suggestion and complaint forms, submitting them to Patient Care for subsequent referral to the corresponding department

• Conflict management and resolution.
• Organization and prioritization of tasks.
• Interpersonal relationships (capacity for empathy, listening, understanding, kindness, calmness, etc.)
• Healthcare documentation.