• Atendimento e suporte ao paciente • Atender e resolver demandas de pacientes relacionadas a status de pedidos e envios • Fluxo de prescrição (sem orientação clínica) • Cobrança, pagamentos e subscriptions • Dúvidas gerais sobre a plataforma • Garantir comunicação clara, objetiva e alinhada com compliance • Atuar como ponto de escalonamento para casos mais complexos ou sensíveis • Coordenação e supervisão do call center • Ser o principal ponto de contato entre a empresa e o call center terceirizado • Garantir que o call center siga scripts, fluxos e orientações definidas • Fornecer informações corretas e atualizadas aos pacientes • Escalone casos quando necessário • Realizar alinhamentos constantes, repasses de contexto e orientações operacionais • Monitorar qualidade, consistência e aderência ao processo • Identificar falhas, recorrências e necessidades de treinamento • Supervisão de IA e atendimento automatizado • Trabalhar com ferramentas de IA para atendimento via e-mail • Revisar, validar e ajustar respostas automatizadas junto à empresa terceira • Garantir que a IA utilize linguagem adequada • Responda corretamente às dúvidas mais comuns • Atualizar prompts, templates e base de conhecimento

• Respond to customer inquiries via phone, email, and live chat, providing timely and accurate information. • Troubleshoot customer issues and provide effective solutions or escalate to the appropriate department if necessary. • Maintain customer records and interactions using CRM software and Microsoft Excel. • Draft and send professional emails and reports using Microsoft Outlook and Word. • Track and follow up on customer requests or issues, ensuring that all matters are resolved efficiently. • Use Microsoft Teams to collaborate with team members, attend virtual meetings, and coordinate with different departments. • Stay updated on company policies, product offerings, and customer service best practices. • Provide feedback to management regarding customer trends, common issues, and process improvements.

• Lead GE HealthCare’s Global Customer Experience organization with a focus on standardizing digitizing, and continuously improving the end-to-end order to cash (O2C) lifecycle • Set global standards, deploy AI enabled processes, and drive cultural transformation across regions and business units to deliver best in industry customer experience, operational agility, and cash velocity. • Define a multi‑year Customer Experience strategy and blueprint for a unified, scalable O2C operating model across regions and segments. • Establish and govern global standards (SOPs, process controls, RACIs) for order intake, configuration/change management, date stability, fulfillment, installation, customer acceptance, and revenue recognition. • Build and chair enterprise governance for O2C performance, including policy, exception handling, and risk controls (revenue, regulatory, privacy).

• Provides clinical support management, as a subject matter expert in physics, of incoming customer support requests regarding oncology products • Management of incoming customer support requests regarding Varian’s Oncology products • Capable of recommending solutions/corrective actions to customer application questions • Ability to clinically assess situations/issues and determine appropriate escalation path • Works as an integral member of the complaint process, and communicates relevant information to the customer as appropriate • May also provide customer training, demo support at Trade Shows and for the Varian Sales organization, as well as formulate and review written customer support training materials