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.

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