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Descripción del trabajo
3M is looking for passionate and driven Patient Contact Analyst. Are you ready to be a part of what’s next?
Thisposition is responsible forscheduling the return ofthe3MKCI rental products and completion of the Welcome Calls.
PRIMARY DUTIES/RESPONSIBILITIES:?
Obtain the return ofrental unitfrompatients/customerswithin 60 days of discharge.
Completes outbound dialer calls and handles inbound calls.
Identifies additional contact numbers when necessary.
Coordinates with both internal and external customers forreturn.
Interacts with patients, home health agencies, anddoctors’offices to obtain information needed and return ofrental unitvia incoming calls to the department hunt group, outgoing calls,textand written correspondence/email.
Research byreviewing allorder notes, documents on file,previousorders, and internet searches to determine course of action of each order on the assigned worklist.?
Enter detailed order notes documenting course of action takenin multiple systems.?
Maintains their assigned worklist in a timely and efficient manner.
Perform additionaldutiesat a higher skilllevelin order tocomplete attempts on the worklists; Management Review workbucket, voiding and moving workorders as needed, generatemanualworklist and dialer campaigns, respond to team emails, etc.
Review all workqueuesin the databaseto ensure orders are being workedtimely andproperly, provide feedback to CSRs on rework opportunities,etc.
Reduce thevolume ofMissingInAction 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.
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.?
The information listed above is not a comprehensive list of all duties/responsibilities performed
Management has the exclusive right to alter this job description at any time without notice
BASIC QUALIFICATIONS
At leastone yearof customer service experience.
Capable of multitasking and toggling through 4-5 different systems (dual screens).
Advanced English (oral and written)C1
Strong typing skills.
Flexible & Adaptable – with schedule, workflow processes and priorities.
Communicate in English effectively both verbally and in written format?C1.
Operate independently without close supervision.?
Abilitytoconvey a positive customer service andteam orientedattitude.?
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?
Experience with adialer in aphone customer service environment.
Experience with working in an environment where daily goals are needing to be met both individually and as a team.
Experience using dual monitors.
Demonstrated analytical and problem-solving skills.?
Experience with NiceIncontact
Supporting Your Well-being
3M offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.
Imagine your future in 3M
At 3M, inspiration happens daily. Here, science is how the magic happens. Except it is not magic, it is the right science, applied in the right way by the people of 3M. Here, your ideas help shape everyday lives around the globe. Here, you matter. You inspire. Challenge. Create. Thrive. Here, you go. Apply now and discover inspired opportunities!
Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Twitter @3M.
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