Customer Outreach Specialist

Baxter International Inc. • Houston, TX

3d • Onsite

About The Position

This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride. Your Role: Customer Outreach Specialists will be responsible for providing customer service and managing communication between the organization and its customers and patients. The Customer Outreach team, a subset of the Customer Experience organization, is responsible for the administration of ACM’s Customer Outreach program. This program includes the administration of all outbound calls, e-mails, and text-messages to patients, customer accounts, and internal partners (e.g. Account Executives, Clinical Services, and management) regarding patient registrations and the status, use, and return of the company’s medical devices. The Customer Outreach Specialist reports to the Customer Experience Manager at our office in Houston, TX. The individual who occupies this role must provide an exceptional customer experience via excellent communication and an empathetic understanding for our patients. Their focus on the customer’s perspective will be their foundation for ensuring a customer-centric experience in every element of Baxter’s business.

Requirements

• High School diploma or equivalent, with 2+ years of customer service or call center experience
• Excellent verbal and written communication, customer service skills, and professional phone etiquette
• Strong multitasking, organization, and computer skills, including proficiency in MS Office (Excel & Outlook)
• Demonstrated patience, professionalism, and ability to work effectively with customers
• Ability to be on-site during scheduled work hours and sit for extended periods while viewing computer screens
• Ability to lift 30–40 lbs as required
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

• Medical industry experience, including knowledge of medical terminology and HIPAA, preferred
• Bilingual skills are a plus

Responsibilities

• Managing inbound and outbound phone calls, e-mails, and text-messages with customer accounts, patients, and other stakeholders.
• Perform investigation into patient and customer contacts to successfully perform outbound calling operations
• Verify and document all patient and customer identities per HIPAA and other Federal regulations.
• Perform tasks to support the completion, return, and upload of CAM studies. Including, but not limited to, managing outbound call queues, managing Customer Outreach email communication, and the upload or resolution for different CAM studies
• Assist patients and customers with shipping and product logistics and setup/application of their CAM device
• Provide patient instruction and guidance regarding medical device usage and interaction with Emergency services (i.e. notifying patients with proper Emergency Service contact protocol).
• Upload patient data, including the handling of heart monitors, as required.

Benefits

• medical and dental coverage that start on day one
• insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance.
• Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching.
• Flexible Spending Accounts
• educational assistance programs
• paid holidays
• paid time off ranging from 20 to 35 days based on length of service
• family and medical leaves of absence
• paid parental leave.
• commuting benefits
• the Employee Discount Program
• the Employee Assistance Program (EAP)
• childcare benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED