Respiratory Resupply Experience Specialist

Baxter International Inc. • Saint Paul, MN

3d

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 at Baxter THIS IS WHERE you build trust to achieve results! Baxter’s products and therapies are on nearly every floor, in almost every hospital worldwide, in clinics and in the home. Baxter’s employees are building upon the company’s rich heritage of medical breakthroughs to advance the next generation of healthcare innovations that enable patient care. Our commitment to our mission means we are there when patients and healthcare professionals need us, during the critical moments that matter most! Your Team: This team is the "voice of the customer", collecting feedback to drive continuous improvement across the organization. You can expand your knowledge through collaboration with a variety of individuals, exposure to different facets of our respiratory portfolio, and an encouraging leadership team that generates ongoing development. Our Home Care Customer Service, Resupply Specialist is frontline for Baxter Respiratory Health. Our team is responsible for phone, email, and online interactions with patients, caregivers, healthcare teams and several internal teams to answer and resolve a wide variety of inquiries for Home Care patients. What You'll Do: Our team is responsible for providing accurate, adaptable, and efficient prescription processing, placement of orders, backorder fulfillment, shipping discrepancies, customer returns, customer inquiries, and other customer or patient requests. Setting up new accounts, document service requirements, maintain other records, and prepare customer required reports. We build relationships with each other to get work done. Building these relationships is easy because we all share common traits of being reliable, ethical, and caring. We lean on our colleagues for their expertise and hold each other accountable. We feel empowered to speak up when there's a new insight or opportunity to improve something. This open dialog builds trust within the team and helps create a better product for our customers. Responsible for interfacing with customers/patients, health care teams, insurance representatives, account executives or other internal departments, such as clinical, financial, reimbursement, operations, and other service representatives related to completing a resupply request for respiratory equipment Quickly and accurately identify and assess individual customer needs, determining appropriate action, within Baxter Hillrom Respiratory Heath guidelines Deliver front-line phone, email, system dashboard support on resupply products, explaining to customers what is needed to complete request in an easy-to-understand manner, at times summarizing their insurance coverage / limitations to them Learn ongoing system support for Respiratory Health insurance and payer changes. Share these internally with proper department for ease of processing future orders automatically Properly identify resupply types for correct billing, collaborating with the internal billing teams Utilize multiple systems, investigation techniques, and problem-solving skills to attempt to first-time resolution on each request with speed and accuracy Employ detail-oriented processes, adhering to prescription and insurance requirements, in multiple Baxter Hillrom systems to process new requests, route, track, retrieve, and maintain proper information in correct fields Responsible for proactive calling for certain device resupply needs Establish rapport over the phone quickly, and remain positive and upbeat Responsible for timely and accurately processing of complaints received from patients/caregivers, as needed

Requirements

• 3+ years of progressive experience in a customer service role; healthcare/medical field desirable
• Digital Literacy
• Communication Skills
• Fearless Communicator
• Attention to Detail
• Energy & Drive
• Candidate must be able to sit/stand in front of computer and be on phone for extended periods of time

Nice To Haves

• TIMS, JD Edwards or other third-party billing system experience preferred.
• Experience with Microsoft Office
• Spanish-speaking skills a plus

Responsibilities

• Providing accurate, adaptable, and efficient prescription processing, placement of orders, backorder fulfillment, shipping discrepancies, customer returns, customer inquiries, and other customer or patient requests.
• Setting up new accounts, document service requirements, maintain other records, and prepare customer required reports.
• Interfacing with customers/patients, health care teams, insurance representatives, account executives or other internal departments, such as clinical, financial, reimbursement, operations, and other service representatives related to completing a resupply request for respiratory equipment
• Quickly and accurately identify and assess individual customer needs, determining appropriate action, within Baxter Hillrom Respiratory Heath guidelines
• Deliver front-line phone, email, system dashboard support on resupply products, explaining to customers what is needed to complete request in an easy-to-understand manner, at times summarizing their insurance coverage / limitations to them
• Learn ongoing system support for Respiratory Health insurance and payer changes. Share these internally with proper department for ease of processing future orders automatically
• Properly identify resupply types for correct billing, collaborating with the internal billing teams
• Utilize multiple systems, investigation techniques, and problem-solving skills to attempt to first-time resolution on each request with speed and accuracy
• Employ detail-oriented processes, adhering to prescription and insurance requirements, in multiple Baxter Hillrom systems to process new requests, route, track, retrieve, and maintain proper information in correct fields
• Responsible for proactive calling for certain device resupply needs
• Establish rapport over the phone quickly, and remain positive and upbeat
• Responsible for timely and accurately processing of complaints received from patients/caregivers, as needed

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: No Education Listed
• Number of Employees: 5,001-10,000 employees