**Patient Contact Team Lead**The position is responsible for supporting agents on the Patient Contact Team (PCT) to ensure we meet established goals and targets for the team as well as Welcome Calls.**Responsibilities will include, but not be limited to the following:**- Schedule the delivery of rental units wi thin 24 hours of order release- Obtain the return of the POD/Rental Unit from patients/customers- Obtain the return of the Proof Of Delivery (POD) document from the patient thru a database for worklist prioritization- Coordinates with both internal and external customers for all outbound tasks- Interacts with patients, home health agencies, and doctors' offices to obtain information nee ded- Research 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 - Respon d to escalations and research requests from Leadership team- Completes Call Audits and reviews results with agents when assigned- Ensures agents maintains their assigned worklist in a timely and efficient manner- Perform additional duties at a higher skill l evel in order to complete attempts on the worklists- Review all work queues in the database to e nsure orders are being worked timely and properly.- Provide feedback to CSRs on rework opportunities, etc- Reduce the Lost Days or MIA % (depending on team)- Ensure Welcome Calls are completed daily- Completes all reasonable work activities as assigned by man agement.- This position requires constant computer and phone usage (over 99%), including repeated computer keyboarding.- Onsite work space will be assigned once t he 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:**- University/College degree, business administration- **1+ year of Lead or Supervisor experience**:- **At least two (2) years call center experience**:- Communicate in **English **effectively both verbally and in written format **C1***- **Flexible & Adaptable **- **with schedule, workflow processes and priorities**:- Strong communication skills (verbal and written) with proficiency in English- Strong typing skills- Capable of multitasking and toggling through 4 - 5 different systems (dual screens)- Ability to move from one ass igned task and contact mode to another, while maintaining a high degree of proficiency.- Demonstrated ability to work effectively under minimum supervision- Capability to work effectivel y 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 discreti on in business relationships- Ability to work scheduled shifts and meet all attendance and performance standards**Additional **Q **ualifications:**- 2+ years 3M experience preferred- Experience with an outbound dialer in a phone customer service environment- Experience with working in an environment where daily goals are needing to be met both individually and as a team- Demonstrated analytical and problem - solving skills**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.**3M Global Terms of Use and Privacy Statement
