Patient Contact Analyst

Asuncion De Belen,CR

hace 4 días

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Job Description :

3M IS HIRING A Patient Contract (PCT) Work Order (Agent)

The PCT Support Customer Service Rep II position is responsible for scheduling the delivery and return

of the KCI rental products and completion of the Welcome Calls.

Responsibilities will include, but not be limited to the following :

Schedule the delivery of rental units within 24 hours of order release

Obtain the return of rental unit from patients / customers within 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 for delivery & return

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

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

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.

Review all work queues in the database to ensure orders are being worked timely and properly,

provide feedback to CSRs on rework opportunities, etc

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 KCI policies.

Essential Functions :

This position exists to schedule the delivery and return of rental units and as such requires

constant computer and phone usage (over 99%), including repeated computer keyboarding.

Onsite workspace will be assigned once the building is open for occupancy

o Future work from home opportunities will be evaluated but not guaranteed

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

At least one (1) year of customer service experience.

High School Diploma or equivalent.

Advanced English level (C1)

Capable of multitasking and toggling through 4-5 different systems (dual screens)

Strong typing skills

Flexible & Adaptable with schedule, workflow processes and priorities

Communicate effectively both verbally and in written format

Operate independently without close supervision

Ability to convey a positive customer service and team-oriented attitude

Ability to maintain confidentiality and exercise discretion in all business dealings

Experience with Microsoft Office applications including : Word, Excel & Outlook.

KCI or 3M experience

Experience with a dialer in a phone 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

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.

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