Customer Service Specialist, Respiratory Health

Baxter•Saint Paul, MN

15d•Hybrid

About The Position

The Home Care Customer Service Representative for Hillrom Respiratory Health handles phone, email, and online interactions with patients, caregivers, healthcare teams, sales, and internal teams. The role answers and resolves a wide range of inquiries during the transition from hospital to home and within the Home Care environment. The representative investigates issues to identify causes and appropriate actions, assigns devices to patients, authorizes shipments, and manages warranty-related device and accessory returns. The position also troubleshoots device and accessory complaints with patients or caregivers by phone and serves as a communication hub for patients’ internal needs within the Provider and Customer Operations department of Respiratory Health. The work places a strong emphasis on phone interactions and detailed documentation in patients’ permanent records. The position requires working with customers, patients, account executives, and internal departments; assessing needs and taking appropriate action within company guidelines; providing understandable front-line technical support; processing accounts, orders, complaints, and shipping-related activities; and using multiple systems and investigation techniques to pursue accurate first-call resolution. The role includes rotating after-hours phone coverage, with occasional evening and weekend coverage. Baxter’s flexible workplace policy requires at least three days per week onsite.

Requirements

Associate degree in business or a related field, or equivalent work experience.
Three years of progressive experience in a customer service role.
Ability to sit or stand in front of a computer and use the phone for extended periods.
Authorization to work for any employer in the United States; visa sponsorship or takeover of sponsorship is not available.

Nice To Haves

Previous experience in the healthcare field.
Experience with TIMS, JD Edwards, or another third-party billing system.
Experience with Microsoft Office.
Spanish-speaking skills.

Responsibilities

Establish rapport quickly over the phone and maintain a positive, upbeat manner.
Work with customers and patients, account executives, and internal departments including clinical, financial, reimbursement, operations, and other service representatives.
Identify and assess customer needs quickly and accurately, and determine appropriate action within Hillrom Respiratory Health guidelines.
Provide front-line phone support for products and electronic devices, explaining technical procedures in an easy-to-understand manner.
Summarize trends for Quality and Research & Development engineers when testing or redevelopment may be needed.
Learn and provide ongoing technical support for Respiratory Health devices and portal connectivity products.
Identify order types and determine warranty status for correct billing in collaboration with internal billing teams.
Use multiple systems, investigation techniques, and problem-solving skills to pursue first-time call resolution with speed and accuracy.
Process new accounts and route, track, retrieve, and maintain accurate information in Hillrom systems.
Handle shipping-related activities, verify rental agreements, and process returned items.
Process complaints received from patients and caregivers accurately and on time.
Maintain detailed documentation in patients’ permanent records.
Take rotating responsibility for after-hours phone coverage, including occasional evening and weekend coverage.

Benefits

Medical and dental coverage starting on day one for eligible roles.
Basic life, accident, short-term disability, long-term disability, and business travel accident insurance.
Employee Stock Purchase Plan with the ability to purchase company stock at a discount.
401(k) Retirement Savings Plan with 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.
Childcare benefits.