Associate Clinical Experience Analyst

Contact Point 360 S.A.S; Bogotá ciudad; On-site; COP 48,000,000 - 72,000,000; Full time

Job summary

Contact Point 360 S.A.S in Bogotá, Colombia, seeks an Associate Clinical Experience Analyst to be the primary clinical support contact for customers, ensuring accurate information and timely resolutions.

The role blends customer service excellence with life sciences knowledge, coordinating with laboratory, pathology, and operations teams to resolve cases and improve patient experiences.

Qualifications

• Bachelor's degree or equivalent combinations of education and experience accepted.
• Experience in customer service, customer support, patient support, healthcare operations, clinical support, or related roles.

Responsibilities

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

Skills

Clinical support

Customer service

Education

Bachelor's degree in biology/Life Sciences/Healthcare

Job description

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.