Medical Devices
Medical Devices

Patient Care Manager

Zurich, Switzerland

Scope

An outstanding opportunity to join a globally renowned company. Fast-paced, dynamic and high growth, this role presents the chance to join a reputable company known worldwide for their products. You will gain complex training and experience and the chance to work with a vibrant and uplifting team of professionals, passionate about what they do and the products.

The role will present a huge amount of opportunity for personal development and progression.

Responsibilities

  • Maintain overview of markets’ complaint and feedback management process both from consumer experience and internal efficiency aspects. Set SLAs and KPIs, follow their fulfilment. Forecast and distribute complaint and feedback contact volumes in line with the required languages
  • Provide an ever-evolving consumer and patient complaint management toolbox and support to markets’ Customer Success and Patient Care champions: SOPs, work instructions, training content, FAQs
  • Ensure that complaint flows and queues are correctly set-up and routed to the right teams, and that the enabling technology is available at market level. Maintain and govern patient complaint categories in Salesforce both from a reason of contact and source standpoint
  • Provide monthly / quarterly / yearly reporting. Raise attention to trending issues. Identify areas of improvement, drive continuous improvement
  • Act as the highest level of escalation body and support to troubleshoot issues end-to- end by partnering with internal and external partners to resolve situations when needed
  • Ensure compliancy with all safety, healthcare and regulatory policies, practices, and procedures

About You

  • Proven customer service experience
  • Minimum of +5 years call center / customer service experience required
  • Minimum of 2 years of healthcare industry experience required
  • Minimum of 1 year of international / regional / global experience required
  • Social customer care experience is a plus
  • Excellent English communication skills both written and spoken
  • Great analytical and problem-solving skills
  • Strong organizational skills, with great attention to detail
  • Skillful at defusing escalated situations
  • Understanding of brand identity and brand advocacy
  • Must be computer literate with a strong working knowledge of MS Office applications, including Outlook, Word, and Excel. Salesforce knowledge is an advantage
  • Self-starter who needs minimal supervision.
  • Ability to work both independently and within a matrix environment
  • Ability to lead projects from creation to implementation
  • Bachelor’s degree or related experience preferred.
If you are interested in the above role then please apply or get in touch to discuss further.
Ross Micklethwaite Managed by Ross Micklethwaite
highlights
International
Permanent
Office
apply Posted - 26.08.2021

Apply Now

Allowed files: Word, pdf and txt

Consult will endeavour to contact candidates within 14 days of application. However, if you do not hear back after 2 weeks then please assume on this occasion, unfortunately, you have not been successful.