Customer Outreach Specialist

Baxter•Houston, TX

70d•$18•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 Team: The Customer Outreach team, a subset of the Customer Experience organization, is responsible for the administration of Bardy'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. Your Role: 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

2+ years of experience in Customer Service, Call Center, or related function.
Excellent multitasking and organization skills.
Excellent verbal and written communication skills.
Excellent computer skills including proficiency in MS Office suite, including MS Excel and MS Outlook.
Patience, professionalism, and excellent phone etiquette.

Nice To Haves

Bilingual (English / Spanish) is a plus.
Medical industry experience highly preferred.
Knowledge of medical terminology preferred.

Responsibilities

Managing inbound and outbound phone calls, e-mails, and text-messages with customer accounts, patients, and other stakeholders.
Upload patient data, including the handling of heart monitors, as required.
Log all customer contact in company systems.
Follow documented procedures for all activities related to the Bardy Diagnostics Quality System and conduct Quality investigations (e.g. Client discussions, Contact Reports, etc.) as requested by RAQA and management.
Work cross-functionally and cross-departmentally as required to achieve customer success.
Demonstrate empathy and skill in decreasing interpersonal conflict, guiding team members to corporate conduct policies, and correcting behavior related to attendance and performance.
Current expectations are that this role would provide on-site coverage for our first shift (7am-3:30pm); however, this responsibility and these hours are subject to change as the organization continues to grow.

Benefits

Baxter offers comprehensive compensation and benefits packages for eligible roles.
Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance.
Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching.
We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave.
Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits.

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