Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.
Die Position
Job position: Patient Care Advisor
Area: GCS - Global Customer Support
Department: GPC - Global Patient Care
Reports to: GPC Team Manager or Other Leader
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.
Key Accountabilities:
- Customer interaction:
- 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 Roche's 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 abroad 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.
Key skills and Experience:
- Fluent in Norwegian and English
- Strong IT navigation skills – fast learner in new technologies;
- Demonstrate strong intercultural communication skills and mental adaptability.
- Minimum 2 years of experience in Customer Services roles working in a Call
- Center environment, Service Desk or technical support;
- Experience and Knowledge in Healthcare Industry is desirable;
- Excellent customer orientation and service mindset;
- Bachelor degree or equivalent professional experience will be a plus;
- Works with autonomy and flexibility, always with a team work attitude;
- Always willing to learn and grow with an attitude to go beyond (in a humble
- manner);
- 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.
Wer wir sind
Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern.
Gemeinsam können wir eine gesündere Zukunft gestalten.
Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.
