Job Description

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

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.

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.