Customer Outreach Specialist

This is whereyour work makes a difference.

At Baxter, we believe every person-regardless of who they are or where they are from-deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.

Here, you will find more than just a job-you will find purpose and pride.

Your Role:

Customer Outreach Specialists will be responsible for providing customer service and managing communication between the organization and its customers and patients. The Customer Outreach team, a subset of the Customer Experience organization, is responsible for the administration of ACM's Customer Outreach program. This program includes the administration of all outbound calls, e-mails, and text-messages to patients, customer accounts, and internal partners (e.g. Account Executives, Clinical Services, and management) regarding patient registrations and the status, use, and return of the company's medical devices.

The Customer Outreach Specialist reports to the Customer Experience Manager at our office in Houston, TX. The individual who occupies this role must provide an exceptional customer experience via excellent communication and an empathetic understanding for our patients. Their focus on the customer's perspective will be their foundation for ensuring a customer-centric experience in every element of Baxter's business.

What You'll Be Doing:

• Managing inbound and outbound phone calls, e-mails, and text-messages with customer accounts, patients, and other stakeholders.

• Perform investigation into patient and customer contacts to successfully perform outbound calling operations

• Verify and document all patient and customer identities per HIPAA and other Federal regulations.

• Demonstrate a high level of empathy and skill in all interactions with patients, customers, and internal partners.

• Perform tasks to support the completion, return, and upload of CAM studies. Including, but not limited to, managing outbound call queues, managing Customer Outreach email communication, and the upload or resolution for different CAM studies

• Assist patients and customers with shipping and product logistics

• Assist patients with the setup and application of their CAM device

• Provide patient instruction and guidance regarding medical device usage and interaction with Emergency services (i.e. notifying patients with proper Emergency Service contact protocol).

• Assist customers with CAM issue investigation and resolution.

• Assist in operations under all branches of Customer Outreach, as required. Including Unregistered Outreach, CAM Recovery, and Concierge patient calls.

• Identify, document, and notify superiors of potential patient or customer complaints

• Works to achieve the daily Customer Experience Team's quality and efficiency goals.

• Consistently follow-up on call queue tasks until completed/resolved

• Upload patient data, including the handling of heart monitors, as required.

• Assist in the CAM destruction and refurbishment process, as required.

• Log all customer contact in company systems

• Follow documented procedures for all activities related to the ACM Quality System and conduct Quality investigations (e.g. Client discussions, Contact Reports, etc.) as requested by RAQA and management.

• Work cross-functionally and cross-departmentally as required to achieve customer success.

• Current expectations are that this role would provide on-site coverage for our first shift (7am-3:30pm); however, this responsibility and these hours are subject to change as the organization continues to grow.

What You'll Bring:

• High School diploma or equivalent.

• 2+ years experience in Customer Service, Call Center, or related function.

• Excellent multitasking and organization skills.

• Excellent verbal and written communication skills.

• Excellent customer service skills.

• Excellent computer skills including proficiency in MS Office suite, including MS Excel and MS Outlook.

• Patience, professionalism, and excellent phone etiquette.

• Medical industry experience highly preferred.

• Knowledge of medical terminology preferred.

• Knowledge/Training in HIPAA preferred.

• Bilingual is a plus.

• Expected to be available on-site during scheduled work hours

• Ability to list 30-40 lbs

• Ability to sit for extended periods of time

• Ability to view computer screens for extended periods of time

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a required minimum number of days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission. The flexible workplace policy is subject to local laws and legal requirements.At its discretion, Baxter may decide to adjust, suspend, or discontinue as business needs change.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The starting hourly rate for this role will be $17.50 per hour.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

US Benefits at Baxter (except for Puerto Rico)

This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and 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. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees.For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Know Your Rights: Workplace Discrimination is Illegal

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

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