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 rapid rapport with customers over the phone while maintaining a positive, professional, and empathetic demeanor
Serve as a primary point of contact for customers/patients, account executives, and cross‑functional teams including clinical, financial, reimbursement, operations, and service partners
Accurately assess customer needs and determine appropriate actions in accordance with Hillrom Respiratory Health guidelines
Provide front-line technical phone support for respiratory products and electronic devices, clearly explaining procedures and escalating trends to Quality and R&D as needed
Develop and maintain technical expertise in Respiratory Health devices, portal connectivity products, and ongoing support updates
Correctly identify order types and warranty eligibility to ensure accurate billing, partnering closely with internal billing teams
Utilize multiple systems, investigation techniques, and problem-solving skills to drive first-call resolution with speed and accuracy, while processing accounts, orders, shipping, rentals, returns, and complaints
Manage pre- and post-sales service scenarios using independent judgment, including rotating after-hours phone coverage with occasional evening and weekend support

Requirements

Associate degree in business or related field, or equivalent work experience
3+ 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

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) with the ability to purchase company stock at a discount
401(k) Retirement Savings Plan (RSP) with options for employee contributions and company matching
Flexible Spending Accounts
educational assistance programs
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
paid parental leave
commuting benefits
Employee Discount Program
Employee Assistance Program (EAP)
childcare benefits

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