Resupply Specialist, Respiratory Health

Your Role at Baxter

Baxter's products and therapies are on nearly every floor, in almost every hospital worldwide, in clinics and in the home. Baxter's employees are building upon the company's rich heritage of medical breakthroughs to advance the next generation of healthcare innovations that enable patient care.

Your Team

This team is the "voice of the customer", collecting feedback to drive continuous improvement across the organization. Our Home Care Customer Service, Resupply Specialist is frontline for Baxter Respiratory Health. Our team is responsible for phone, email, and online interactions with patients, caregivers, healthcare teams and several internal teams to answer and resolve a wide variety of inquiries for Home Care patients.

What You'll Do

• Provide accurate, adaptable, and efficient prescription processing, placement of orders, backorder fulfillment, shipping discrepancies, customer returns, customer inquiries, and other customer or patient requests
• Set up new accounts, document service requirements, maintain other records, and prepare customer required reports
• Interface with customers/patients, health care teams, insurance representatives, account executives or other internal departments related to completing a resupply request for respiratory equipment
• Quickly and accurately identify and assess individual customer needs, determining appropriate action within Baxter Hillrom Respiratory Health guidelines
• Deliver front-line phone, email, system dashboard support on resupply products, explaining to customers what is needed to complete request in an easy-to-understand manner
• Learn ongoing system support for Respiratory Health insurance and payer changes and share internally with proper department
• Properly identify resupply types for correct billing, collaborating with the internal billing teams
• Utilize multiple systems, investigation techniques, and problem-solving skills to attempt first-time resolution on each request with speed and accuracy
• Employ detail-oriented processes, adhering to prescription and insurance requirements, in multiple Baxter Hillrom systems to process new requests, route, track, retrieve, and maintain proper information in correct fields
• Establish rapport over the phone quickly, and remain positive and upbeat
• Responsible for timely and accurate processing of complaints received from patients/caregivers, as needed

What You'll Bring

• 3+ years of progressive experience in a customer service role; healthcare/medical field desirable
• TIMS, JD Edwards or other third-party billing system experience preferred
• Experience with Microsoft Office
• Digital Literacy with Communication Skills
• Attention to Detail
• Energy & Drive
• Candidate must be able to sit/stand in front of computer and be on phone for extended periods of time
• Spanish-speaking skills a plus