Customer Service and Experience Manager

Direct and organize the reception and admission activities at the center, as well as patient/customer service protocols and policies, to ensure optimal service operation and loyalty. Collaborate in the definition and implementation of Vithas's patient experience strategy at the Center.

1. Direct and coordinate customer service/admissions activity, organizing the team's work, establishing and evaluating activity.
2. Establish and communicate protocols and standards for admission and customer service activity, ensuring a corporate response in a timely and appropriate manner to the requirements and needs of the customer/patient.
3. Direct and manage selection, training, and evaluation activities for the work team, fostering a motivating climate of continuous learning.
4. Ensure the administrative activity necessary to provide an adequate response to the requests or demands of insurance companies, through common guidelines, communication, and specific management of the team, establishing rules and protocols based on each company and the admission of each service. Guarantee the administrative process for correct billing.
5. Ensure compliance with legal protocols and standards regarding data protection, applying current legal regulations.
6. Supervise, analyze, and resolve complaints submitted by the patient/customer through any channel (in person, social networks, etc.), promoting corrective measures where appropriate.
7. Coordinate the team's input into the Quality Management system, communicating and providing data and proposals that result in increased safety and patient status.
8. Coordinate and manage the availability of medical consultations, opening of schedules, appointment booking, and planning of the offer adapted to demand.
9. Perform supervision of employees and collaborators under their charge, regarding compliance with the Code of Conduct and the Vithas Crime Prevention Model.
10. Service and Patient Experience Dashboards (NPS). Definition, analysis, and reporting to management and corporate of key indicators, deviations, and action plans oriented toward the achievement of objectives.

• Knowledge of data protection (LOPD).
• Internal action protocols.
• Personnel Management.
• Quality Management.