Patient Contact Specialist

hace 2 días


Alajuela, Alajuela, Costa Rica 3M A tiempo completo

About 3M

At 3M, we pride ourselves on our commitment to innovation and excellence. Our company is built on a foundation of curiosity, creativity, and collaboration.

Your Role

We are seeking a highly motivated Patient Contact Analyst to join our team. In this role, you will play a critical part in delivering exceptional customer experiences through effective scheduling and Welcome Calls.

Key Responsibilities

  • Review daily ROs in management review status and provide timely feedback to team members.
  • Support teammates with knowledge gaps, issues, and other concerns.
  • Partner with colleagues to determine work priorities, assign responsibilities, and support team projects.
  • Collaborate with business stakeholders and leadership to raise awareness of opportunities and suggest solutions for improvement.
  • Create and provide ongoing training and updates within customer service-related areas, such as customer inquiries, systems knowledge, and order processing issues resolution.
  • Participate in daily team meetings to discuss the state of the business, planned activities, perceived barriers to achieving goals, system issues, or suggestions for improvement.
  • Conduct Quality Audits and escalate opportunities to the leadership team for review.
  • Implement process improvements and creative solutions to work processes and tools.
  • Support the team by taking escalated calls when needed.

Requirements

  • At least one year of customer service experience.
  • High School Diploma or equivalent.
  • Flexible and adaptable, with a schedule, workflow processes, and priorities.
  • Communicate effectively in English both verbally and in writing (C1 level).
  • Capable of multitasking and toggling through 4-5 different systems (dual screens).
  • Strong typing skills.
  • Operate independently without close supervision.
  • Ability to work in a team environment as well as independently.
  • Ability to maintain confidentiality and exercise discretion in all business dealings.
  • Ability to move from one assigned task and contact mode to another while maintaining a high degree of proficiency.

Bonus Requirements

  • Experience with a dialer in a phone customer service environment.
  • Experience working in an environment where daily goals need to be met both individually and as a team.
  • Experience using dual monitors.
  • Demonstrated analytical and problem-solving skills.

About Your Benefits

At 3M, we prioritize your well-being and offer a comprehensive benefits package to support your physical and financial health.

Our Approach to Flexibility

We believe in empowering employees to work in ways that best suit their needs and preferences. Our Work Your Way approach allows you to balance your work and personal life while driving business results.



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