Associate Clinical Experience Analyst

ContactPoint 360; Bogotá; Presencial; COP 52.000.000 - 78.000.000; Jornada completa

Descripción de la vacante

ContactPoint 360 is seeking an Associate Clinical Experience Analyst to serve as a key contact for customers, providing clinical support and managing escalated inquiries. You will ensure an exceptional experience throughout the resolution process while collaborating with laboratory, pathology, and operational teams.

The role suits candidates with clinical knowledge and strong communication skills, who can document cases, maintain records, and contribute to continuous learning.

Formación

• Bachelor's degree in biology, Life Sciences, Healthcare, or related field.
• Experience in customer-facing roles in healthcare or related operations.
• Excellent communication, problem-solving, and relationship-building skills.
• Strong attention to detail and ability to navigate complex situations.
• Comfortable working with multiple systems and long computer usage.
• Willingness to work evenings, weekends, or overtime as needed.

Responsabilidades

• Act as a primary contact for customers, handling complex inquiries with professionalism.
• Provide accurate clinical information and coordinate solutions across teams.
• Document medical inquiries following standard processes and quality standards.
• Partner with laboratory, pathology, and operations teams to resolve cases.
• Identify trends in inquiries and suggest improvements to the experience.
• Assist in developing training materials and supporting continuous learning.
• Maintain accurate records in compliance with SOPs.

Conocimientos

Communication

Customer service

Problem-solving

Attention to detail

Multisystem proficiency

Relationship building

Flexibility

Educación

Bachelor's degree in biology/Life Sciences/Healthcare

Descripción del empleo

Are you passionate about customer experience and healthcare?

We are looking for an Associate Clinical Experience Analyst to serve as a key point of contact for customers, providing clinical support, managing escalated inquiries, and ensuring an exceptional customer experience throughout the resolution process. This role is ideal for candidates with a customer-facing mindset who can combine strong communication skills with clinical or life sciences knowledge.

What You'll Do

• Act as a primary contact for internal and external customers, handling complex and escalated inquiries with professionalism and empathy.
• Support customers by providing accurate clinical information and coordinating solutions across different teams.
• Manage and document medical inquiries following established processes and quality standards.
• Partner with laboratory, pathology, and operational teams to ensure timely case resolution and customer satisfaction.
• Identify trends in customer inquiries and recommend improvements to enhance the overall customer experience.
• Assist in developing training materials and supporting continuous learning initiatives.
• Maintain accurate records and documentation in compliance with standard operating procedures.

What We're Looking For

• Bachelor's degree in biology, Life Sciences, Healthcare, or a related field; equivalent combinations of education and experience will be considered.
• Experience in customer service, customer support, patient support, healthcare operations, clinical support, or related customer-facing roles.
• Excellent communication, problem-solving, and relationship-building skills.
• Strong attention to detail and ability to navigate complex situations.
• Comfortable working with multiple systems and spending most of the day using a computer.
• Flexibility to work evenings, weekends, or overtime as business needs require.

Why Join Us?

This is a unique opportunity to combine customer experience, healthcare, and data-driven problem-solving while supporting a team dedicated to improving outcomes for patients with rare diseases.