Customer Service Specialist

Baxter • Saint Paul, MN

9h • Hybrid

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. You Role at Baxter The Customer Service Representative for Hillrom Respiratory Health is responsible for phone, email, and online interactions with patients, caregivers, healthcare teams, sales, and several internal teams to answer and resolve a wide variety of inquiries during the transition from hospital to home, as well as the Home Care environment. The HCCS representative interrogates to determine cause of failure and appropriate course of action. They assign device directly to patient, authorize shipment, return of warranty related issues for all devices and accessories in the Home Respiratory Health portfolio. This includes troubleshooting device and accessory complaints from the patient or caregiver to attempt resolution over the phone. HCCS reps assign devices to patients and are the hub of communication for our patients’ internal needs within Provider and Customer Operations department of Respiratory Health. Heavy emphasis in phone interaction and detailed documentation in patient permanent record

Requirements

• Associate degree in business or related field, or equivalent work experience
• 5 years of progressive experience in a customer service role; healthcare field desirable
• Candidate must be able to sit/stand in front of computer and be on phone for extended periods of time

Nice To Haves

• Previous experience in the healthcare field, preferred
• TIMS, JD Edwards or other third-party billing system experience preferred
• Experience with Microsoft Office
• Spanish-speaking skills a plus

Responsibilities

• Establish rapport over the phone quickly, and remain positive and upbeat
• Responsible for working with customers/patients, account executives, and internal departments, such as clinical, financial, reimbursement, operations, and other service representatives
• Quickly and accurately identify and assess individual customer needs, determining appropriate action, within Hillrom Respiratory Heath guidelines
• Deliver front-line phone support on products and electronic devices, explaining technical procedures to customers in an easy-to-understand manner, at times summarizing trends to Quality and Research & Development engineers which require testing and redevelopment.
• Learn ongoing technical support for Respiratory Health devices and portal connectivity products
• Properly identify order types and warranty determination for correct billing / collaborating with the internal billing teams
• Apply multiple systems, investigation techniques, and problem-solving skills to attempt to first-time resolution on each call with speed and accuracy
• Employ diligent processes in multiple Hillrom systems to process new accounts, route, track, retrieve, and maintain proper information in correct fields
• Responsible for shipping-related activities, verification for rental agreements, and returned items
• Responsible for timely and accurately processing of complaints received from patients/caregivers
• Rotating responsibility for after hours’ phone, which includes occasional evening and weekend coverage
• Rely on experience and judgment to handle a wide variety of pre-sales and post-sales service and warranty situations

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree