International Customer Service Agent

Teladoc Health International, Sociedad Anónima Unipersonal (Spain); Barcelona; Híbrido; EUR 17.000 - 21.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Initial training

Hybrid work in Barcelona

Career development opportunities

Descripción de la vacante

Teladoc Health International is seeking a Customer Service Agent to manage and coordinate reception and case evolution across our virtual care services in Barcelona. The role emphasizes quality patient service, adherence to client standards, and collaboration with clinicians.

The position offers part-time hours (30h/week) with a hybrid work arrangement at Calle Via Augusta 252, Barcelona, and a training program to develop skills in customer care and healthcare operations.

Formación

• High or native level of English.
• Knowledge of other languages is valuable.
• Proficient computer skills are essential.

Responsabilidades

• Attend to incoming requests from various virtual care services (calls, emails, applications, etc.).
• Collect basic patient information following procedures.
• Confirm eligibility for the service and create the case in the system.
• Assign and send cases to the medical team and assist patients in resolving incidents.
• Follow up on open cases and coordinate communications between physicians and patients.
• Escalate backlog cases and comply with Teladoc Health International's policies.

Conocimientos

English fluency

Multilingual advantage

Computer skills

Educación

FPI or Intermediate Level Training Cycle

Descripción del empleo

Teladoc Health International is the world's leading brand in virtual healthcare. Our services span the entire spectrum of healthcare needs, from simple to complex. We connect our users with primary, mental health and expert care. The Customer Service Agent will manage and coordinate the reception and evolution of the cases received through communication between the parties involved, offering a quality service to the patient, and acting in accordance with the client's demands and the standards set by Teladoc Health International.

Role & Responsibilities

• Attend to incoming requests (calls, emails, application, etc.) from various virtual care services (Expert Medical Opinion, Telehealth, mental health etc.).
• Collect basic information about the patient, following the procedure.
• Confirm if the patient is eligible for the service.
• Create the case in the system.
• Assign and send the case to the medical team.
• Assist patients in resolving incidents.
• Control and follow up on the management of open cases.
• Support in the coordination of communications between physicians and patients.
• Contact, if necessary, customers to gather information.
• Be responsible for reviewing quality feedback surveys.
• Escalate cases when there is backlog or there are specific needs that require supervisor review.
• Follow and keep up to date with internal management protocols, particular characteristics agreed with companies and policies to comply with Teladoc Health International's ethics.

Requirements

• Education in FPI or Intermediate Level Training Cycle.
• Experience in more than 1 year in Customer Service or working in Call Centers.
• Essential: high or native level of English and knowledge of other languages is valuable.
• Hard computer skills is essential.
• A dynamic person with communication skills, customer orientation, proactivity and teamwork.

Conditions

• Fixed-term contract contract.
• Part-time 30 hours/week from Monday to Friday from 12:00h to 18:00h.
• Salary: Approximately €18,500 gross per year
• Hybrid work in our offices located at Calle Via Augusta 252, 08017 Barcelona.
• Initial and developing traning.
• Possibility of developing yourself in the world's leading company in healthcare services.

For a more detailed look at our company and values, visit our website at https://www.teladochealth.com/.

At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Our mission is to empower all people everywhere to live their healthiest lives.