Spec, Customer Service

Home Care Customer Service Representative

This is where you save and sustain lives at Baxter. No matter your role at Baxter, your work makes a positive impact on people around the world. Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare. Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work. Join us at the intersection of saving and sustaining lives- where your purpose accelerates our mission.

Your Role at Baxter: The Home Care Customer Service Representative for Hillrom Respiratory Health is responsible for phone, email, and online interactions with patients, caregivers, healthcare teams, sales, and several internal teams to answer and resolve a wide variety of inquiries during the transition from hospital to home, as well as the Home Care environment. The HCCS representative interrogates to determine cause of failure and appropriate course of action. They assign device directly to patient, authorize shipment, return of warranty related issues for all devices and accessories in the Home Respiratory Health portfolio. This includes troubleshooting device and accessory complaints from the patient or caregiver to attempt resolution over the phone. HCCS reps assign devices to patients and are the hub of communication for our patients' internal needs within Provider and Customer Operations department of Respiratory Health. Heavy emphasis in phone interaction and detailed documentation in patient permanent record.

What You'll Do:

• Establish rapport over the phone quickly, and remain positive and upbeat
• Responsible for working with customers/patients, account executives, and internal departments, such as clinical, financial, reimbursement, operations, and other service representatives
• Quickly and accurately identify and assess individual customer needs, determining appropriate action, within Hillrom Respiratory Heath guidelines
• Deliver front-line phone support on products and electronic devices, explaining technical procedures to customers in an easy-to-understand manner, at times summarizing trends to Quality and Research & Development engineers which require testing and redevelopment.
• Learn ongoing technical support for Respiratory Health devices and portal connectivity products
• Properly identify order @types and warranty determination for correct billing / collaborating with the internal billing teams
• Apply multiple systems, investigation techniques, and problem-solving skills to attempt to first-time resolution on each call with speed and accuracy
• Employ diligent processes in multiple Hillrom systems to process new accounts, route, track, retrieve, and maintain proper information in correct fields
• Responsible for shipping-related activities, verification for rental agreements, and returned items
• Responsible for timely and accurately processing of complaints received from patients/caregivers
• Rotating responsibility for after hours' phone, which includes occasional evening and weekend coverage
• Rely on experience and judgment to handle a wide variety of pre-sales and post-sales service and warranty situations

What You'll Bring:

• Associate degree in business or related field, or equivalent work experience
• 5 years of progressive experience in a customer service role; healthcare field desirable
• Previous experience in the healthcare field, preferred
• TIMS, JD Edwards or other third-party billing system experience preferred
• Experience with Microsoft Office
• Spanish-speaking skills a plus
• Candidate must be able to sit/stand in front of computer and be on phone for extended periods of time

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission. 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 estimated base salary for this position is $49,600 - $68,200 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview. 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 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. Join us and enjoy the competitive compensation and benefits we offer to our employees.

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. Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally.