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
The mission of the Patient Care Country Expert 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 Country Expert supports the leader with the internal and external teams to offer robust technical and medical support, manages adverse events and product complaints with high-quality customer service, and adheres to organizational, client, and regulatory guidelines. Committed to continuous development through necessary training, tools, and resources, the Patient Care Country Expert consistently delivers value to the team while operating with a global perspective and leveraging best practices.
The Patient Care Country Expert is reporting to the Customer Care Team Manager or other Customer Care Leader and is responsible for the technical, analytical and operational support of the area and coordinating country related topics. She/He could assist the leader in people management daily tasks and take over deputy functions in case of leader absence. Additionally is providing excellent customer front-line assistance through a variety of channels and technology to patients and customers related to Products and Digital Solutions commercialized by Roche, understanding their needs and following all the systems and procedures established.
Key Accountabilities:
Leadership and Team Support
- Provide constructive feedback and coaching on technical and behavioral issues in partnership with the advisor’s leader or Supplier Operations Manager.
- Inspire and motivate the team by leading by example.
- Support leaders in quality-related topics and audit preparation.
- Assist in the recruitment process, including interviewing and initial candidate selection with People & Culture (P&C).
- Proactively support leaders in specific country-related topics, including country meetings, operational process implementation, and task distribution among advisors.
- In the leader’s absence, ensure the efficient running of daily operations;
- Communicate operational topics to the team and provide necessary follow-ups.
- Manage administrative team tasks such as holiday requests and absences.
Country-Specific Expertise
- Act as the first point of contact for country-specific questions, escalating requests to leaders when necessary.
- Monitor and analyze KPIs, ensuring country procedures are correctly applied and identifying training needs.
- Provide training on country-specific topics and procedures to new advisors, and offer refresh training as needed.
- Maintain and update the knowledge base on country-related topics, informing advisors accordingly.
- Take ownership of adapting global processes to local markets by staying up-to-date with changing regulations and legal frameworks.
- Proactively propose improvements to existing workflows based on country-specific knowledge and insights.
Customer Interaction and Support
- Handle escalated customer interactions and provide exemplary solutions.
- Address complex technical and marketing-oriented customer requests via phone and in writing.
- Process complaints in alignment with internal quality guidelines and regulatory provisions.
- Work with inbound workflow objects and manage customer-specific data in the CRM system in real-time.
Continuous Improvement and Knowledge Management
- Assist in coordinating continuous improvement plans and conducting deep dive analysis of customer feedback.
- Create, modify, and keep the data basis updated for the customer experience organization.
- Act as a coach or mentor for technical and process-related topics for the members.
- Serve as the primary point of contact for knowledge transfer during new demand transitions.
- Work closely with the Trainer and QA Team and Leadership to foster a knowledge-sharing culture by organizing regular knowledge transfer workshops and webinars.
- Lead efforts to develop and maintain documentation on best practices, ensuring the team stays aligned with industry trends and internal benchmarks.
Process Improvement and Technical Expertise
- Actively participate in process improvement, innovation, and resolution of complex technical issues.
- Support service review data analytics and proactively communicate with stakeholders about changes and potential issues.
- Develop and help establish training modules for continuous learning.
Key skills:
- Fluent in Spanish and English; any other relevant language is a plus.
- Consolidated knowledge of Products and Digital Solutions commercialized by Roche preferred.
- Role model in IT navigation skills – fast learner in new technologies.
- Role model in listening and communication skills.
- Understands what motivates people to perform at their best.
- Is inspirational and helps creating a motivated team, through feedback and recognition.
- Can clearly convey objectives & expectations to other team members.
- Understands a broader business perspective and stands behind decisions that have been made.
- Has shown over the years a proactive attitude and genuine interest in leading people suggesting improvements, active participation in meetings, creating a positive team spirit, giving constructive feedback to peers and management;
- Analytical and experience with KPI and building reports.
- Excellent customer orientation and service mindset.
- Bachelor degree or equivalent professional experience will be a plus, minimum of 3-5 years of experience in customer care or similar professional work environment.
- Works with autonomy and flexibility, always with a team work attitude.
- Multi-tasking, agile skills and flexible to adapt to changes.
- Contributes with a positive spirit to a pleasant working environment.
- 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.
- Ability to develop deep product and/or service knowledge.
- Engagement with our customer 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.
Who we are
A healthier future drives us to innovate. Together, more than 100’000 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.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
