**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 returnof 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 informationneeded and return of rental unit via incoming calls to the department hunt group, outgoing- Research by reviewing all order notes, documents on file, previous orders, and internet searchesto determine course of action of each order on the assigned worklist- Enter detailed order notes documenting course of action taken in multiple systemsMaintains 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,- 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 bymanagement 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 requiresconstant computer and phone usage (over 99%), including repeated computer keyboarding.- Onsite workspace will be assigned once the building is open for occupancy- 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- ?Required Qualifications:_- 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- Preferred Qualifications:_- 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 bothindividually and as a team- Experience using dual monitors- Demonstrated analytical and problem-solving skillsSupporting Your Well-being3M 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 3M3M 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.3M Global Terms of Use and Privacy Statement
