HumanIA

Operations

• Provide technical information accurately, based on scientific evidence;
• Update educational materials as required, developing and reviewing materials about products or treatments;
• Support clinical studies, assisting with the interpretation of clinical data and the preparation of medical letters;
• Ensure compliance by verifying that all information is current and aligned with MSD’s required quality policies;
• Monitor safety by tracking and reporting to the DPOC any potential adverse events related to medical inquiries and MSD products.

Senior Operations Analyst

Analyst

• Realizar o atendimento técnico a pacientes, médicos e prestadores, esclarecendo dúvidas relacionadas a exames, prescrições e laudos, conforme protocolos do Programa.
• Receber, analisar e validar prescrições médicas e laudos anatomopatológicos e/ou citopatológicos.
• Executar o agendamento dos exames solicitados, promovendo o correto direcionamento para a rede credenciada e garantindo o cumprimento dos SLA’s.
• Identificar, registrar e reportar eventos adversos, inconformidades técnicas, divergências de informações ou queixas técnicas à área responsável.
• Realizar a conferência e validação da documentação necessária (prescrição médica, solicitações, laudos, autorizações e demais documentos exigidos).
• Atuar como interface técnica entre o Programa, laboratórios, clínicas, prestadores e áreas internas para resolução de pendências e alinhamentos técnicos.
• Abrir, acompanhar e realizar a tratativa de chamados técnicos relacionados a exames, prescrições, laudos e sistemas utilizados.
• Garantir o correto registro das informações técnicas nos sistemas oficiais do Programa.
• Monitorar planilhas e bases operacionais técnicas, validando prazos de atendimento e acionando a Supervisão em caso de desvios.
• Apoiar processos de homologação de sistemas, fluxos e ferramentas técnicas em desenvolvimento.
• Apoiar o time operacional e de relacionamento em demandas técnicas e esclarecimentos junto a pacientes e médicos.
• Acompanhar e analisar indicadores técnicos e operacionais, como tempo de validação, agendamento e liberação de exames.
• Apoiar a Supervisão e a Gerência em demandas técnicas e operacionais, quando necessário.
• Abrir e acompanhar chamados para credenciamento de novos prestadores laboratoriais ou suporte a pacientes aguardando exames.

Analista de Saúde Interno PL

• Consolidate company-wide indicators, ensuring consistency and reliability of information;
• Prepare strategic materials for leadership, translating operational data into clear, actionable insights;
• Create and maintain performance tracking dashboards (KPIs), ensuring visibility of key indicators;
• Support operational sizing analyses, calculating agent capacity and demand volume;
• Work with operational managers to analyze and monitor indicators such as Service Level, Abandonment Rate, NPS and CSAT, ensuring the quality of reported data and supporting critical interpretation of results.

Junior Administrative Analyst – Operational Excellence

• Manage shipments of treatment-related materials to support clinics and patients;
• Perform pharmacovigilance reconciliations and clarifications, and schedule training sessions for hospitals and clinics;
• Assist the operations team with questions and procedural guidance;
• Contact clients to provide clarification and resolve inquiries;
• Schedule infusion appointments and examinations;
• Provide support to patients and physicians (when necessary);
• Assist with program supervision and management.

Operations Assistant II

• Assist with assessments using extracted datasets and program-related information;
• Provide administrative support and assist supervision with team tasks, contacts with clients/patients, internal departments, service providers, and support to educators;
• Monitor and manage offline channels (email and WhatsApp) to ensure that interactions with patients and internal departments are conducted according to established SLAs;
• Make contact with patients, doctors, providers, and clinics;
• Assist in managing the program's materials inventory;
• Support monitoring and maintenance of various departmental indicator spreadsheets in coordination with supervision.