Resupply Specialist, Respiratory Health
About The Position
Baxter’s Home Care Customer Service Resupply Specialist is a frontline point of contact for Respiratory Health, supporting home-care patients and their caregivers. The role handles phone, email, and online interactions with patients, caregivers, healthcare teams, insurance representatives, account executives, and internal departments to complete respiratory-equipment resupply requests and resolve inquiries. The specialist processes prescriptions and orders, fulfills backorders, addresses shipping discrepancies and returns, responds to customer requests, and sets up accounts and maintains service records. The role requires accurate, efficient processing in accordance with prescription, insurance, billing, and company requirements, and aims to resolve customer issues quickly and correctly. The position follows Baxter’s flexible workplace policy, with a minimum of three days onsite per week.
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; visa sponsorship or transfer is not available.
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.
- Identify and assess customer needs and determine appropriate actions within Baxter Hillrom Respiratory Health guidelines.
- Provide phone, email, and system-dashboard support for resupply products, explaining requirements and, when appropriate, summarizing insurance coverage and limitations.
- Learn about insurance and payer changes and share updates internally to support future order processing.
- Identify resupply types for correct billing in collaboration with internal billing teams.
- Use multiple systems, investigation techniques, and problem-solving skills to pursue timely and accurate first-contact resolution.
- Process, route, track, retrieve, and maintain requests and information in Baxter Hillrom systems in accordance with prescription and insurance requirements.
- Build rapport quickly over the phone and maintain a positive, upbeat manner.
- Process complaints received from patients and caregivers accurately and in a timely manner.
- Process prescriptions and orders, fulfill backorders, address shipping discrepancies and returns, respond to customer inquiries and requests, set up new accounts, document service requirements, maintain records, and prepare customer-required reports.
Benefits
- Medical coverage beginning on day one
- Dental coverage beginning on day one
- Basic life insurance
- Accident insurance
- Short-term disability insurance
- Long-term disability insurance
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
