Customer Outreach Specialist

Baxter•Houston, TX

2d•Onsite

About The Position

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

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
Employee Discount Program
Employee Assistance Program (EAP)
childcare benefits