Resupply Specialist, Respiratory Health

Baxter•Saint Paul, MN

11d•Hybrid

About The Position

Baxter’s Home Care Customer Service Resupply Specialist is a frontline role supporting Respiratory Health patients. The team handles phone, email, and online interactions with patients, caregivers, healthcare teams, and internal departments to resolve inquiries and complete respiratory equipment resupply requests. The role processes prescriptions and orders, fulfills backorders, addresses shipping discrepancies and returns, and responds to other customer and patient needs. It also establishes accounts, documents service requirements, maintains records, and prepares customer reports. The position requires accurate, efficient processing and relationship-building across teams, following Baxter Hillrom Respiratory Health guidelines and prescription and insurance requirements. The workplace policy requires at least three days per week onsite. The estimated annual base salary is $51,200–$70,400.

Requirements

At least 3 years of progressive experience in a customer service role.
Experience with Microsoft Office.
Digital literacy and communication skills.
Attention to detail.
Energy and drive.
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; the company cannot sponsor or take over sponsorship of an employment visa.

Nice To Haves

Healthcare or medical field experience is desirable.
Experience with TIMS, JD Edwards, or another third-party billing system is preferred.
Spanish-speaking skills are a plus.

Responsibilities

Interface with customers and patients, healthcare teams, insurance representatives, account executives, and internal departments to complete respiratory equipment resupply requests.
Assess customer needs and determine appropriate actions within Baxter Hillrom Respiratory Health guidelines.
Provide frontline phone, email, and system-dashboard support for resupply products, explaining request requirements and, when relevant, insurance coverage or limitations.
Learn and share updates to respiratory health insurance and payer requirements with appropriate internal departments.
Identify resupply types for correct billing in coordination with internal billing teams.
Use multiple systems, investigation techniques, and problem-solving skills to resolve requests accurately and promptly, aiming for first-time resolution.
Process new requests and route, track, retrieve, and maintain information in the correct fields while meeting prescription and insurance requirements.
Build rapport over the phone and maintain a positive, upbeat manner.
Process complaints received from patients and caregivers accurately and on time, as needed.
Process prescriptions and orders, fulfill backorders, address shipping discrepancies and returns, and respond to customer inquiries and other requests.
Set up new accounts, document service requirements, maintain records, and prepare customer-required reports.

Benefits

Medical and dental coverage starting on day one for eligible roles.
Basic life, accident, short-term and 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 and paid time off ranging from 20 to 35 days based on length of service.
Family and medical leaves of absence and paid parental leave.
Commuting benefits.
Employee Discount Program.
Employee Assistance Program.
Childcare benefits.