Therapy Ongoing Assistance
hace 6 meses
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.
**How will you CONTRIBUTE and GROW?
Formando parte del departamento de Contact Center
Para ello, las funciones a desarrollar serán las siguientes:
Atención telefónica:
- Recibir y atender adecuadamente las llamadas de los pacientes de toda la geografía española:
Adecuando el nível del servicio y la urgencia a la criticidad y la terapia del paciente de acuerdo con las directrices dadas
Adecuando el nível del servicio a las particularidades contractuales de cada región o contrato al que pertenezca el paciente
"Asistir a los pacientes en las peticiones de servicios o en las resoluciones de incidencias,
dándole una respuesta adecuada a su necesidad pero por la vía más eficiente,
usando los distintos canales abiertos por la compañía en cada momento. "
"Resolución de sus incidencias de forma telemática, envío de mensajería a su domicilio,
citarles para revisiones de su terapia, realizarles revisiones telemáticas de su terapia (habiendo sido formados y habilitados para ello),
- si no pueden darle respuesta inmediata a su necesidar, gestionar el aviso a la delegación para su ejecución."
Todo ello respetando al máximo la calidad del servicio y la necesidad de los pacientes.
"Tratar a los pacientes siguiendo de manera general los Scripts proporcionados,
manteniéndose actualizado con los nuevos procesos y herramientas a su disposición
Realización de encuestas a pacientes y hospitales"
Realizar campañas de recogidas de datos de los pacientes
Realizar seguimiento de reclamaciones de pacientes y darles solución de la forma más rápida y eficaz posible
Atender necesidades de clientes de APP / WEB de Air Liquide
Además de las funciones de RAAP, atenderá las necesidades de los pacientes en un servicio 24H, incluidos horarios nocturnos y fines de semana.
Deberá dar soporte a los pacientes de forma más autónoma que un responsable administrativo de atención de pacientes en los horarios nocturnos,
por lo que necesitará de una mayor formación y autonomía.
Será personal que podrá dar más soporte al paciente en caso de incidencia, por lo que podrá ser soporte para sus propios compañeros o asistir a un nível 2 de criticidad de la llamada.
Se considerará personal experto en terapias y con mayor nível de resolución.
**Are you a MATCH?
Si eres una persona con autonomía y responsabilidad, sensibilidad y rigor en el trato con los clientes/pacientes y capacidad de comunicación y relación, este puesto es para ti.
**Our Differences make our Performance**
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
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