Customer Service Analyst

As a 3M call center representative, you will be a key member of the Medical Solutions Division Advantage Center by enhancing our customers experience with their healthcare needs. You will be interacting with individuals such as: patients, family members, physicians, skilled nursing facilities, and other healthcare professionals.

Responsibilities

• Handle incoming calls for orders, service and product information in a timely and professional manner, following department procedures.
• Accurately enter required data and process orders in accordance with department procedures.
• Identify and probe for customer’s needs, clarify information, research issues and provide alternatives as needed.
• Refer requests for service or information outside departments' responsibility appropriately.
• Handle or refer billing requests as defined in desk procedures and reference tools.
• Escalate special customer or service center requests or problem issues as appropriate to a supervisor or designated representative.
• Notify supervisor or designated representative of issues or trends with impact on customer satisfaction.
• Participate in any and all reasonable work activities as assigned and deemed appropriate by management including but not limited to over time.
• Achieve and maintain Performance Objectives.
• Understand and comply with HIPPA regulations and PHI and all 3M policies.

Basic Qualifications

• The positions essential function requires but is not limited to repetitive keyboarding over 95% of the time and phone usage 95% of the time.
• Advanced English (oral and written) C1
• The information listed above is not a comprehensive list of all duties/responsibilities performed.
• This job description is not an employment agreement or contract.
• Management has the exclusive right to alter this job description at any time without notice.
• Ability to work in flexible schedule.
• At least one year of customer service experience.
• Strong typing skills.
• Capable of multitasking and toggling through 4-5 different systems (dual screens)
• Flexible & Adaptable – with schedule, workflow processes and priorities.
• Capability to work effectively and exercise sound business judgment in a team environment, as well as independently.
• Operate independently without close supervision.
• Ability to convey a positive customer service and team-oriented attitude.
• Maintain complete confidentiality and discretion in business relationships.
• Ability to work scheduled shifts and meet all attendance and performance standards.
• Ability to maintain confidentiality and exercise discretion in all business dealings.
• Experience with Microsoft Office applications including: Word, Excel & Outlook.
• High School Diploma or equivalent.

Preferred Qualifications

• At least 1 year of call center experience
• Healthcare call center experience