Customer Service Specialist, Respiratory Health
Baxter International Inc.
Summary
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.
Job description
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
What You'll Bring
- Associate degree in business or related field, or equivalent work experience
- 3 years of progressive experience in a customer service role
- 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
Requirements
- Associate degree in business or related field, or equivalent work experience
- 3 years of progressive experience in a customer service role
- 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
Benefits
- Medical coverage
- Dental coverage
- Basic life insurance
- Accident insurance
- Short-term disability
- Long-term disability
- Business travel accident insurance
- Employee stock purchase plan
- 401(k) retirement savings plan
- Flexible spending accounts
- Educational assistance
- Paid holidays
- Paid time off
- Family and medical leave
- Paid parental leave
- Commuting benefits
- Employee discount program
- Employee assistance program
- Childcare benefits
Company overview
Baxter International Inc. is an American multinational healthcare company headquartered in Deerfield, Illinois, founded in 1931. As a leading global medical device manufacturer, Baxter specializes in developing and producing essential medical products for treating chronic and acute medical conditions. The company operates across three primary business segments: Medical Products and Therapies, Healthcare Systems and Technologies, and Pharmaceuticals. Baxter's extensive product portfolio includes intravenous (IV) solutions, infusion pumps, dialysis equipment for kidney disease treatment, surgical technologies, and hospital pharmaceuticals. With approximately 38,000 employees worldwide and annual revenues exceeding $10 billion, Baxter plays a critical role in global healthcare infrastructure. The company is particularly known for its leadership in IV fluid production, manufacturing approximately 60% of the intravenous fluids used in the United States. Baxter's innovations include pioneering developments in artificial kidney technology and advanced surgical products, serving healthcare providers across more than 100 countries. The company maintains a strong commitment to research and development, investing significantly in medical technology advancements that improve patient outcomes and healthcare delivery efficiency.