Patient Contact Team Lead-new Health Care Company

hace 2 semanas

Orotina, Costa Rica 3M A tiempo completo

Job Description:

  • Patient Contact Team Lead-New Health Care Company3M is establishing two industryleading companies, creating value through the spinoff of its Health Care business, while 3M will continue to be a global material science leader, focusing our innovation to win in favorable global megatrends and attractive end markets.
This new Health Care Company will be a leading global diversified health technology company with:

  • Proven category leadership
  • Exposure to attractive end markets
  • Innovation mindset driving improved patient outcomes
  • Collaborative customer relationships
  • Deep global regulatory experience
  • Operational excellence and strong cash flow
  • Strong sales growth and profitability with significant recurring sales
  • We expect the creation of the two companies will be completed by the end of 2023. For now, we will continue to operate as one global company. This role is positioned to drive the success of the "New Health Care Company".
  • Job description:
  • The role will ensure team members are following all process requirements and statutory regulations related to US Healthcare Patient Contact.

The position monitors key production and quality reporting to ensure the team is following processes and cascades up through the management chain.

Motivate, coach, and develop team members to ensure the achievement of team metrics, forecasts, and goals. Identifies opportunities for improvement in internal and external processes. Identifies root cause and develops action plan to address opportunities. Ensures fair, consistent, and equitable treatment of 3M employees, by utilizing established 3M policies.

Workstream description:

  • You'll be part of the Patient Contact Team, in this team there are frequent interactions with Customers, Sales, Patients, and various internal teams to aid in the collection of documents. We work with a prioritized work list to obtain production goals and minimize risk.
  • Meet production expectations which included total accounts worked, aged document percentages, meeting quality expectations and average of schedules of returns per day.

The Impact You'll Make in this RoleAs a Patient Contact Team Lead, your team will be responsible for scheduling the delivery and return of the KCI rental products and attend customer inquiries.

- Responsibilities will include, but not be limited to the following:Schedule the delivery of rental units within 24 hours of order release

  • Completes outbound dialer calls and handles inbound calls
  • Identifies additional contact numbers when necessary
  • Coordinates with both internal and external customers for delivery &returnResearch 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
  • Understand and comply with HIPPA regulations and PHI and all KCI policies.
  • Handles customer inquiries/complaints of moderate scope and complexity such as product returns/exchanges, pricing issues, product promotions, where to buy products, etc. and suggests improvements to respective department(s)
  • Analyzes, recommends, and suggests alternative solutions to meet customer needs and/or account specific needs.
  • Handles inquiries and support to Patient Contact Analysts.
  • Provides training to new employees or process modifications.
  • Provides ad/hoc feedback and coaching to Analysts.
  • Audits Manager Orders before sending to Missing in Action
  • Analyzes Missing in Actions reasons to propose improvements/solutions to reduce the average rate.
  • Maintains relationships with customers or specific accounts by understanding, anticipating, and identifying their product and service needs.
  • Identifies patterns of problems to improve customer service and customer satisfaction level.
  • Conducts customer service supply chain process analysis and drives account cycle time as well as ontime delivery improvement.
  • Handles customer transactions related to order management, order status, inquires, back orders, proofs of delivery, freight claims, payment deductions or discrepancies, and other related policies and procedures.
Perform daily reports to understand team performance.

  • Perform daily reports to seek each team member production.
  • Identifies performance/production opportunities and drives coaching to team members.
  • Follows company policies to ensure are being followed and address disciplinary actions when required.

Your Skills and Expertise- To set you up for success in this role from day one, 3M requires (at a minimum) the following qualifications:University/College Degree or higher (completed and verified prior to start) from an accredited institution.


  • English Level C1+
  • Minimum 1 year of experience leading teams.
  • Minimum 2 years of experience working in Customer Service Roles.
  • Prefer medical environment allowing for familiarity in medical terminology and the Patient

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