Healthcare Customer Experience Specialist

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.

That’s what makes us Roche.

The Digital Healthcare department ensures a seamless and positive experience for customers across multiple channels. We handle service requests and incidents from start to finish, including classification, assignment, tracking, documentation, follow-up, and resolution. We strive for high customer satisfaction by meeting key performance indicators (KPIs). Our support covers technical and medical information, and we manage adverse events and product complaints with quality service. We analyze and document inquiries according to organizational, client, and regulatory guidelines, ensuring efficient and comprehensive customer support.

The Opportunity

• Respond accurately and professionally to technical and medical information inquiries via multiple communication channels, providing clinical trial information and processing fulfillments
• Triage and respond to medical, system, and solution inquiries using approved resources
• Identify, capture, report, and follow up on adverse events and product complaints in compliance with established timelines and guidelines
• Maintain advanced knowledge of project and corporate policies and procedures
• Provide first-level support for a wide range of services to internal, external customers, and patients, managing the end-to-end ticket lifecycle and ensuring users are informed about progress
• Escalate incidents to the next level in a timely manner upon exhausting all available means, ensuring excellent customer experience through a combination of soft skills and a customer-centric mindset
• Invest in self-learning and development, stay updated with new services, contribute to knowledge articles, and support escalations and process improvements, meeting individual and team KPIs and metrics

Who you are

• At least 1 year of experience in customer service or IT support, with nursing or healthcare industry experience as a desirable advantage. Fluency in English and Ukrainian, with excellent written and oral communication skills, and strong troubleshooting and problem-solving abilities.
• Ability to work in, co-create, and contribute to a highly complex, team-oriented global environment, with a high aptitude for learning and developing specialized skills.
• Ability to work and contribute effectively in a fast-paced, changing environment, managing multiple priorities while maintaining composure and flexibility.
• Excellent organizational and communication skills, with the ability to prioritize tasks, take ownership, and drive end-to-end resolution while keeping customers updated.
• Commitment to complying with process requirements, including job discipline, adherence to procedures, meeting performance metrics, understanding quality metrics, and contributing to the organization's quality goals. Customer-oriented mindset, compassion, empathy, willingness to share knowledge, and adherence to laws, regulations, and ethical standards.

In exchange we provide you with

• Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & training, the possibility of international assignments, internal position changes and the chance to shape your own career.
• Excellent benefits & flexibility: competitive salary and cafeteria package, annual bonus, Private Medical Services, Employee Assistance Program, All You Can Move Sportpass, coaching / mentoring opportunity, buddy program, team buildings, holiday party. We also ensure flexibility, to help you find your balance: home office is a common practice (1 office day/week on average, and we provide fully remote working conditions within Hungary). We create the opportunity for freedom in working, where your corporate and private life coexist in harmony.
• A global diverse community, where we learn from each other. At Roche, we cooperate, debate, make decisions, celebrate successes and have fun as a team. Our leadership is very focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion.

Please read the Data Privacy Notice for further information about how we handle your personal data related to the recruitment process:https://go.roche.com/budapest-data-privacy-notice-candidate

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The Roche Services & Solutions as well as People Support Solutions organisations located in Budapest provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the EMEA region. Today Roche employs altogether around 2000 employees in Hungary.

Roche is an Equal Opportunity Employer.