Customer Service Specialist Job at Baxter (Saint Paul)

Job Description

The 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.

Job Responsibility

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

Requirements

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

Nice to have

Spanish-speaking skills a plus

What we offer

medical and dental coverage that start on day one
insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
Employee Stock Purchase Plan (ESPP)
401(k) Retirement Savings Plan (RSP)
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 (EAP)
childcare benefits

Baxter - All Job Offers