Digital Patient Support Assistant

Description

Position Summary: First technical and functional point of contact for patients using digital channels, ensuring technology facilitates their medical care. Key Highlights: 1. Technical and functional support for patient digital channels. 2. Diagnosis and resolution of access and appointment booking issues. 3. Pedagogical guidance to patients on using digital tools. At **Clínica San Felipe**, we have over 60 years of experience delivering comprehensive, high-quality healthcare services, supported by the country’s most distinguished medical staff, modern infrastructure, and cutting-edge technology—all delivered with the same trust and security you’ve always relied on. We are currently seeking talented professionals who will help us fulfill our purpose: “Helping people live healthier lives and enabling the healthcare system to work better for everyone.” As an organization, we are committed to inclusion and gender equity. In line with this, our selection processes aim to guarantee equal rights and opportunities for all candidates. **DIGITAL PATIENT SUPPORT ASSISTANT:** Serves as the first technical and functional point of contact for patients using Clínica San Felipe’s digital channels. The role’s mission is to ensure patients can successfully navigate and use the mobile app, website, kiosks, and chat—resolving Tier-1 incidents and ensuring technology acts as an enabler—not a barrier—to their medical care. **Requirements:** * **Technician or final-cycle student** in Computer Science, Computing, Technical Support, Systems Engineering, Software Engineering, or related fields. * Minimum 2–3 years of experience in Help Desk, Technical Support, or Customer Service roles within digital environments. **Responsibilities:** * Provide technical and functional support for the mobile app, web portal, kiosks, and chatbot. * Diagnose and resolve access issues (e.g., password recovery, login errors) and errors related to appointment booking or test result viewing. * Guide patients step-by-step through digital tools using simple, pedagogical language. * Log and categorize each interaction in the clinic’s ticketing system. * Escalate complex cases unresolved at first contact to Tier-2 (IT or infrastructure teams). * Rigorously track escalated cases to ensure compliance with SLAs (Service Level Agreements). * Maintain consistent, proactive communication with patients to update them on the status and progress of their tickets. * Apply emotional containment techniques and empathy when interacting with frustrated or physically/emotionally distressed patients. * Develop and update user manuals and quick-reference guides for patients. * Generate periodic reports on the most frequently detected errors across digital channels to propose UX (user interface) improvements. **We Offer:** * Market-competitive remuneration * Statutory social benefits * Mandatory Life Insurance from day one of employment * The opportunity to join a leading company in the Peruvian healthcare market Employment Type: Contract-based Work Location: On-site