Inbound Analyst

**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

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You have flexibility in where and when work gets done.
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