Saúde PASA

Administrative Assistant

• Enter authorization requests for procedures
• Serve as the interface between PASA support areas, peers, and the contact center
• Provide fast, effective, and solution-focused service to beneficiaries when required, meeting deadlines and following correct procedures as defined in work instructions, policies, and approval limits
• Perform service activities in accordance with operational indicators and meet established targets
• Deliver service with quality and a focus on continuous improvement of processes and digital channels
• Analyze customer requests or complaints to identify necessary actions with the aim of resolving issues
• Open cases in available operational systems when a detailed business-area analysis is required
• Identify required actions and work with business areas to resolve issues related to Contact Center topics (Customer Service - SAC) and patient removal/transfer workflows
• Identify opportunities for improvement and develop operational support materials
• Support guidance on PASA workflows to the contact center
• Act as a point of support for the contact center team on analysis and notes regarding deviations in Quality, NPS, internal and external regulations, providing support via email, Microsoft Teams, and WhatsApp.

Temporary Administrative Assistant – Contact Center