At Roche you can show up as yourself embraced for the unique qualities you bring. Our culture encourages personal expression open dialogue and genuine connections where you are valued accepted and respected for who you are allowing you to thrive both personally and professionally. This is how we aim to prevent stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche where every voice matters.

The Position

Patient Care Advisor

Mission:

The mission of the Patient Care Advisor is to deliver a seamless positive experience for customers across multiple communication channels. Dedicated to efficiently resolving service requests and incidents the Patient Care Advisor ensures proper classification assignment tracking documentation and follow-up to guarantee a satisfactory resolution.

By driving customer satisfaction through key performance indicators the Patient Care Advisor offers robust technical and patient-centered guidance manages adverse events and product complaints with high-quality customer service and support and adheres to organizational client training and regulatory guidelines. Committed to continuous development through necessary training tools and resources the advisor consistently delivers value to customers while operating with a global perspective and leveraging best practices.

The Opportunity

• Address technical service and marketing-oriented customer requests related to Products and Digital Solutions commercialized by Roche via phone and in writing tools.

• Identify capture report process and follow up on adverse events and product complaints in compliance with guidelines.

• Manage workflow objects like tasks action items and cases efficiently.

• Update and maintain customer-specific data in the CRM system for marketing purposes.

• Document all customer interactions in the CRM system according to internal quality standards ensuring compliance with Roches data privacy and security protocols when managing and updating customer information.

• Providing excellent frontline assistance through various channels and technologies to patients caregivers and healthcare professionals.

• Understanding customer needs and following established systems and procedures.

• Focusing on delivering a proactive trusted customer experience and resolving a broad range of inquiries at the first point of contact.

• Accurately documenting customer interactions and ensuring compliance with regulatory criteria.

• Respond accurately and professionally to technical and medical inquiries across multiple channels.

• Triages responds and follows up on medical system and solution inquiries using approved resources.

• Provide 1st level support for a range of services and products to internal and external customers and patients.

• Manage the end-to-end ticket lifecycle and escalate incidents when necessary.

• Ensure excellent customer experience through a customer-centric mindset and soft skills.

Special Tasks:

• Undertake short-term special tasks as needed.

• Support new colleagues through technical shadowing sessions training and the sharing of best practices ensuring a smooth and effective onboarding experience for new hires.

• Stay informed about company news and work processes.

• Contribute ideas to optimize business information and work processes.

• Maintain advanced knowledge of project and corporate policies.

• Invest in self-learning and development to stay updated on services and technical expertise.

• Assist in coordinating continuous improvement plans and deep dive analyses of customer feedback.

• Handle escalated customer interactions and provide exemplary solutions.

• Contribute to the development of new service concepts and the testing of innovative solutions.

• Depending on the country or region advisors may be required to support face-to-face interactions and processes.

Who You Are (Required)

Required Education:

• Bachelor degree or equivalent professional experience will be a plus.

• Minimum 2 years of experience in Customer Services roles working in a Call Center environment Service Desk or technical support.

• Strong IT navigation skills fast learner in new technologies.

Required Skills:

• Fluent in corresponding supported country language needed and English any other relevant language is a plus.

• Demonstrate strong intercultural communication skills and mental adaptability.

• Excellent customer orientation and service mindset.

• Works with autonomy and flexibility always with a team work attitude.

• Multi-tasking agile skills and flexible to adapt to changes.

• Proven ability to make quick and effective independent decisions.

• Engagement with our Global Patient Care organization and open to continuous improvement and learning.

• Schedule flexibility required. May be assigned a schedule that includes evenings nights weekends and/or holidays.

Preferred Knowledge Skills and Qualifications:

• Excellent communication collaboration and interpersonal skills.

• Complements our culture and the standards that guide our daily behavior & decisions: Integrity Courage and Passion.

• Experience and Knowledge in Healthcare Industry is desirable.

Who we are

A healthier future drives us to innovate. Together more than 100000 employees across the globe are dedicated to advance science ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities foster creativity and keep our ambitions high so we can deliver life-changing healthcare solutions that make a global impact.

Lets build a healthier future together.

Roche is an Equal Opportunity Employer.