Customer Outreach Specialist
At Baxter, we believe every personregardless of who they are or where they are fromdeserves 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 jobyou will find purpose and pride. Your role: Customer Outreach Specialists will be responsible for providing customer service and managing communication between the organization and its customers and patients. The Customer Outreach team, a subset of the Customer Experience organization, is responsible for the administration of Baxter's Customer Outreach program. This program includes the administration of all outbound calls, e-mails, and text-messages to patients, customer accounts, and internal partners (e.g. Account Executives, Clinical Services, and management) regarding patient registrations and the status, use, and return of the company's medical devices. The Customer Outreach Specialist reports to the Customer Experience Manager at our office in Houston, TX. The individual who occupies this role must provide an exceptional customer experience via excellent communication and an empathetic understanding for our patients. Their focus on the customer's perspective will be their foundation for ensuring a customer-centric experience in every element of Baxter's business. Current expectations are that this role would provide on-site coverage for our first shift (7am-3:30pm); however, this responsibility and these hours are subject to change as the organization continues to grow. What you'll be doing: Managing inbound and outbound phone calls, e-mails, and text-messages with customer accounts, patients, and other stakeholders. Perform investigation into patient and customer contacts to successfully perform outbound calling operations Verify and document all patient and customer identities per HIPAA and other Federal regulations. Perform tasks to support the completion, return, and upload of CAM studies. Including, but not limited to, managing outbound call queues, managing Customer Outreach email communication, and the upload or resolution for different CAM studies Assist patients and customers with shipping and product logistics and setup/application of their CAM device Provide patient instruction and guidance regarding medical device usage and interaction with Emergency services (i.e. notifying patients with proper Emergency Service contact protocol). Upload patient data, including the handling of heart monitors, as required. What you'll bring: High School diploma or equivalent. 2+ years experience in Customer Service, Call Center, or related function. Excellent multitasking and organization skills. Excellent verbal and written communication skills. Excellent customer service skills. Excellent computer skills including proficiency in MS Office suite, including MS Excel and MS Outlook. Patience, professionalism, and excellent phone etiquette. Medical industry experience highly preferred. Knowledge of medical terminology preferred. Knowledge/Training in HIPAA preferred. Bilingual is a plus. Expected to be available on-site during scheduled work hours Ability to list 30-40 lbs Ability to sit for extended periods of time Ability to view computer screens for extended periods of time We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The starting hourly rate for this role will be $17.50 per hour. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
At Baxter, we believe every personregardless of who they are or where they are fromdeserves 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 jobyou will find purpose and pride. Your role: Customer Outreach Specialists will be responsible for providing customer service and managing communication between the organization and its customers and patients. The Customer Outreach team, a subset of the Customer Experience organization, is responsible for the administration of Baxter's Customer Outreach program. This program includes the administration of all outbound calls, e-mails, and text-messages to patients, customer accounts, and internal partners (e.g. Account Executives, Clinical Services, and management) regarding patient registrations and the status, use, and return of the company's medical devices. The Customer Outreach Specialist reports to the Customer Experience Manager at our office in Houston, TX. The individual who occupies this role must provide an exceptional customer experience via excellent communication and an empathetic understanding for our patients. Their focus on the customer's perspective will be their foundation for ensuring a customer-centric experience in every element of Baxter's business. Current expectations are that this role would provide on-site coverage for our first shift (7am-3:30pm); however, this responsibility and these hours are subject to change as the organization continues to grow. What you'll be doing: Managing inbound and outbound phone calls, e-mails, and text-messages with customer accounts, patients, and other stakeholders. Perform investigation into patient and customer contacts to successfully perform outbound calling operations Verify and document all patient and customer identities per HIPAA and other Federal regulations. Perform tasks to support the completion, return, and upload of CAM studies. Including, but not limited to, managing outbound call queues, managing Customer Outreach email communication, and the upload or resolution for different CAM studies Assist patients and customers with shipping and product logistics and setup/application of their CAM device Provide patient instruction and guidance regarding medical device usage and interaction with Emergency services (i.e. notifying patients with proper Emergency Service contact protocol). Upload patient data, including the handling of heart monitors, as required. What you'll bring: High School diploma or equivalent. 2+ years experience in Customer Service, Call Center, or related function. Excellent multitasking and organization skills. Excellent verbal and written communication skills. Excellent customer service skills. Excellent computer skills including proficiency in MS Office suite, including MS Excel and MS Outlook. Patience, professionalism, and excellent phone etiquette. Medical industry experience highly preferred. Knowledge of medical terminology preferred. Knowledge/Training in HIPAA preferred. Bilingual is a plus. Expected to be available on-site during scheduled work hours Ability to list 30-40 lbs Ability to sit for extended periods of time Ability to view computer screens for extended periods of time We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The starting hourly rate for this role will be $17.50 per hour. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.