Respiratory Resupply Experience Specialist

• Provide accurate, adaptable, and efficient prescription processing
• Place orders
• Handle backorder fulfillment, shipping discrepancies, customer returns, customer inquiries, and other customer or patient requests
• Set up new accounts
• Document service requirements
• Maintain other records
• 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 Heath 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, at times summarizing their insurance coverage / limitations to them
• Learn ongoing system support for Respiratory Health insurance and payer changes
• Share these internally with proper department for ease of processing future orders automatically
• Properly identify resupply types for correct billing, collaborating with the internal billing teams
• Utilize multiple systems, investigation techniques, and problem-solving skills to attempt to 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
• Responsible for proactive calling for certain device resupply needs
• Establish rapport over the phone quickly, and remain positive and upbeat
• Responsible for timely and accurately processing of complaints received from patients/caregivers, as needed

• 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
• Spanish-speaking skills a plus
• Digital Literacy
• Communication Skills
• Fearless Communicator
• 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

• 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, and paid parental leave
• Commuting benefits
• Employee Discount Program
• Employee Assistance Program (EAP)
• Childcare benefits