Inbound Analyst

hace 1 semana

Orotina, Costa Rica 3M A tiempo completo

**Job Description**:
As a 3M call center representative, you will be a key member of the Medical Solutions Division Advantage Center by enhancing our customers experience with their healthcare needs. You will be interacting with individuals such as: patients, family members, physicians, skilled nursing facilities, and other healthcare professionals.

**Responsibilities**:

- Handle incoming calls for orders, service and product information in a timely and professional manner, following department procedures.
- Accurately enter required data and process orders in accordance with department procedures.
- Identify and probe for customer’s needs, clarify information, research issues and provide alternatives as needed.
- Refer requests for service or information outside departments' responsibility appropriately.
- Handle or refer billing requests as defined in desk procedures and reference tools.
- Escalate special customer or service center requests or problem issues as appropriate to a supervisor or designated representative.
- Notify supervisor or designated representative of issues or trends with impact on customer satisfaction.
- Participate in any and all reasonable work activities as assigned and deemed appropriate by management including but not limited to over time.
- Achieve and maintain Performance Objectives.
- Understand and comply with HIPPA regulations and PHI and all 3M policies.
- The positions essential function requires but is not limited to repetitive keyboarding over 95% of the time and phone usage 95% of the time.

Basic Qualifications
- Advanced English (oral and written) C1
- Ability to work in flexible schedule.
- At least one year of customer service experience.
- Strong typing skills.
- High School Diploma or equivalent.
- Capable of multitasking and toggling through 4-5 different systems (dual screens)
- Flexible & Adaptable - with schedule, workflow processes and priorities.
- Capability to work effectively and exercise sound business judgment in a team environment, as well as independently.
- Operate independently without close supervision.
- Ability to convey a positive customer service and team-oriented attitude.
- Maintain complete confidentiality and discretion in business relationships.
- Ability to work scheduled shifts and meet all attendance and performance standards.
- Ability to maintain confidentiality and exercise discretion in all business dealings.

Preferred Qualifications
- At least 1 year of call center experience
- Healthcare call center experience

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

3M es un empleador que ofrece las mismas oportunidades. 3M no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.

Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M’s business and performance goals. You have flexibility in where and when work gets done. It all depends on where and when you can do your best work.

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