At Air Liquide Healthcare Iberia, we are specialists in the manufacture and commercialization 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?
Telephone/telematic attention and management of clients/patients in the Contact Center according to corporate protocols, tools and IT systems in a 365x24h service, with support for the rest of administrative tasks according to the AL group's protocols.
Telephone attention:
Receive and properly attend calls from patients across the whole Spanish geography:
•Adjusting the service level and urgency to the patient's criticality and therapy according to the given guidelines.
•Adjusting the service level to the contractual particularities of each region or contract the patient belongs to.
•Assisting patients with service requests or incident resolution, giving an adequate response to their needs through the most efficient channel, using the different channels opened by the company at each moment.
•Resolving incidents telematically, sending courier to their home, scheduling them for therapy reviews, performing telematic reviews of their therapy (having been trained and enabled to do so), or if an immediate response cannot be given, managing the notice to the delegation for execution.
•All of this while respecting the quality of service and the patients' needs to the maximum.
•Treating patients generally following the provided Scripts, staying updated with new processes and tools available.
•Conducting surveys of patients and hospitals.
•Carrying out campaigns to collect patient data.
•Following up on patient complaints and solving them as quickly and efficiently as possible.
•Attending to the needs of Air Liquide APP/WEB customers.
•In addition to RAAP functions, attending to patients' needs in a 24H service, including night shifts and weekends.
•Must support patients more autonomously than an administrative patient care manager during night shifts, requiring greater training and autonomy.
•Will be staff able to give more support to the patient in case of an incident, and may therefore support their own colleagues or assist at a level 2 criticality call.
•Will be considered expert staff in therapies with a higher resolution level.
Are you a MATCH?
•FP2, Bachillerato, ESO or two years of professional experience.
•Bachillerato or a completed mid-level vocational training cycle with professional experience, or an equivalent professionalism certificate.
Our Differences make our Performance
At Air Liquide, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively, and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
