Air Liquide

Industrial and medical gas provider

Gestor/a Terapias Atencion Continuada

Customer SupportUpdated on Nov 10

Full-timeNo salary listedIn-person

About the Job

Requirements

FP2, completed high school education, compulsory secondary education, or two years of professional experience.
Completed high school education or a medium-level vocational training program, supplemented by professional experience or an equivalent certificate of professionalism.
Ability to handle patient needs autonomously during night shifts, requiring additional training and autonomy.

Responsibilities

Handle telephone and telematic interactions with customers and patients in the Contact Center according to protocols, corporate tools, and IT systems, providing 24-hour, 365-day service and supporting other administrative tasks according to group protocols.
Receive and appropriately handle calls from patients across Spain, matching service level and urgency to patient criticality and therapy, and adapting service to regional or contract-specific conditions.
Assist patients with service requests and incident resolution, responding appropriately and efficiently through the company's available channels.
Resolve incidents remotely, send messages to patients' homes, schedule therapy reviews, conduct remote therapy reviews when trained and authorized, or notify the relevant branch to handle requests that cannot be resolved immediately.
Maintain service quality and prioritize patients' needs while following provided scripts and staying updated on new processes and tools.
Conduct surveys with patients and hospitals.
Collect patient data through campaigns.
Follow up on patient complaints and resolve them as quickly and effectively as possible.
Address the needs of Air Liquide application and website customers.
Support patients on the 24-hour service, including night shifts and weekends.
Provide patients with more autonomous support during night shifts than an administrative patient-care representative.
Provide additional support to patients during incidents, support colleagues, and handle calls with level-two criticality.
Serve as a therapy expert with an increased level of resolution.

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?

Atención y gestión telefónica/telemática de clientes/pacientes en Contact Center conforme a los protocolos, herramientas y sistemas informáticos corporativos en servicio 365x24h y con apoyo al resto de tareas administrativas según protocolos del grupo AL.

Atención telefónica:

Recibir y atender adecuadamente las llamadas de los pacientes de toda la geografía española:

-Adecuando el nivel del servicio y la urgencia a la criticidad y la terapia del paciente de acuerdo con las directrices dadas

-Adecuando el nivel del servicio a las particularidades contractuales de cada región o contrato al que pertenezca el/la paciente.

-Asistir a los/las 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), o si no pueden darle respuesta inmediata a su necesidad, 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/las 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/las 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 nivel 2 de criticidad de la llamada.

-Se considerará personal experto en terapias y con mayor nivel de resolución.

Are you a MATCH?

FP2, Bachillerato, ESO o experiencia profesional de dos años

Bachillerato o ciclo formativo de grado medio completado con experiencia profesional o certificado de profesionalidad equivalente.

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.

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.

About the Company

Air Liquide

Industrial and medical gas provider

Air Liquide produces and supplies industrial and medical gases, such as oxygen, nitrogen, hydrogen, argon, and specialty gases, to manufacturers, healthcare providers, electronics, and energy companies. It operates through production plants, pipelines, cylinder networks, and on-site supply units, and it also designs and builds gas production and separation systems, including cryogenic air separation plants and large electrolyzers, via its engineering arm. Its Gas & Services business serves industry and healthcare and it is a major producer of hydrogen, investing in low-carbon hydrogen projects and electrolysis as part of industrial decarbonization. It serves the semiconductor industry and space programs as well. Its goal is to enable industrial decarbonization and the energy transition by providing reliable gases and engineering capabilities for large-scale gas production, hydrogen supply, and on-site services.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1902

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