Detalles del trabajo
Area del puesto: Call Center
3M is looking for passionate and driven Patient Contact Analyst. Are you ready to be a part of what’s next?
This position is responsible for scheduling the return of the 3M KCI rental products and completion of the Welcome Calls.
PRIMARY DUTIES/RESPONSIBILITIES:
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Obtain the return of rental unit from patients/customers within 60 days of discharge.
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Completes outbound dialer calls and handles inbound calls.
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Identifies additional contact numbers when necessary.
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Coordinates with both internal and external customers for return.
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Interacts with patients, home health agencies, and doctors’ offices to obtain information needed and return of rental unit via incoming calls to the department hunt group, outgoing calls, text and written correspondence/email.
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Research by reviewing all order notes, documents on file, previous orders, and internet searches to determine course of action of each order on the assigned worklist.
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Enter detailed order notes documenting course of action taken in multiple systems.
Maintains their assigned worklist in a timely and efficient manner. -
Perform additional duties at a higher skill level in order to complete attempts on the worklists; Management Review work bucket, voiding and moving workorders as needed, generate manual worklist and dialer campaigns, respond to team emails, etc.
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Review all work queues in the database to ensure orders are being worked timely and properly, provide feedback to CSRs on rework opportunities, etc.
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Reduce the volume of Missing In Action units (MIA)
Participate in any and all reasonable work activities as assigned and deemed appropriate by management including but not limited to over time. -
Understand and comply with HIPPA regulations and PHI and all 3M policies.
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This position exists to schedule the return of rental units and as such requires constant computer and phone usage (over 99%), including repeated computer keyboarding.
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The information listed above is not a comprehensive list of all duties/responsibilities performed
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Management has the exclusive right to alter this job description at any time without notice
BASIC QUALIFICATIONS
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At least one year of customer service experience.
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Capable of multitasking and toggling through 4-5 different systems (dual screens).
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Advanced English (oral and written) C1
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Strong typing skills.
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Flexible & Adaptable – with schedule, workflow processes and priorities.
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Communicate in English effectively both verbally and in written format C1.
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Operate independently without close supervision.
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Ability to convey a positive customer service and team oriented attitude.
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Ability to maintain confidentiality and exercise discretion in all business dealings.
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Experience with Microsoft Office applications including: Word, Excel & Outlook.
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High School Diploma or equivalent.
PREFERRED QUALIFICATIONS
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Experience with a dialer in a phone customer service environment.
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Experience with working in an environment where daily goals are needing to be met both individually and as a team.
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Experience using dual monitors.
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Demonstrated analytical and problem-solving skills.
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Experience with NiceIncontact
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