Customer Experience Specialist
Customer Experience Specialist
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Job Description
This is where you save and sustain lives
At Baxter we are deeply connected by our mission. No matter your role at Baxter your work makes a positive impact on people around the world. Youll feel a sense of purpose throughout the organization as we know our work improves outcomes for millions of patients.
Baxters products and therapies are found in almost every hospital worldwide in clinics and in the home. For over 85 years we have pioneered significant medical innovations that transform healthcare.
Together we create a place where we are happy successful and inspire each other. This is where you can do your best work.
Join us at the intersection of saving and sustaining lives where your purpose accelerates our mission.
Your Role at Baxter
The Customer Experience Specialists are responsible for facilitating the companys mail to patient program of out-bound product shipments and for addressing all inbound inquiries into Bardys Customer Experience division relative to the program. These may include requests for product shipments to customers tracking or other inventory- or customer-service related needs. This position will also be responsible for addressing other calls and emails to regarding technical or enrollment-related questions and needs with the intent of prioritizing resolving or redirecting the call to ensure the satisfaction of our customers and patients. In addition to working with a team of Customer Experience professionals this position will work closely with customers account executives sales management customer experience management and company controllers.
What Youll Do:
- Process and upload data from all heart monitors daily.
- Answer all incoming calls promptly and manage them effectively and efficiently.
- Secondary communicate with patients health care professionals and Account Executives.
- Expert in Bardy Diagnostics system portal.
- Responsible for processing patient enrollments and account follow up for patient activations or additional information.
- Responsible for assisting with re-educating practices and customers via phone when regarding system process or procedure changes.
- Proactively communicate with practices and Account Executives regarding delays in patient enrollment or when information is needed to proceed with enrollments.
- Document all calls or correspondences and handle emails/voicemails as assigned.
- Demonstrate compassion and decrease customer tension.
- Promote the value of Bardy Diagnostics cardiac monitoring to decrease cancellations or early discharges.
- Must communicate in a professional empathetic and diplomatic manner with good voice quality dictation and articulation.
- Exhibit a high sense of urgency.
- Identify document and bring up potential patient or customer complaints
- Works to achieve the daily Customer Experience Teams quality and efficiency goals.
- Daily shipping of products via the companys Mail to Patient program.
- Engaging with courier and carrier services regarding product logistics.
- Daily shipping of Recycling materials in support of the companys recycling program.
- Other duties as assigned.
What Youll Bring
- High School diploma or equivalent
- 1 years of experience in a call center or customer service position preferred
- Data entry experience preferred
- Experience with cardiac devices preferred
- Knowledge of medical terminology preferred
- Excellent multitasking and organization skills
- Excellent verbal and written communication skills
- Computer skills including proficiency in MS Office
- Knowledge of multi-line telephone system
- Excellent customer service skills when interacting with all internal and external clients
- Bilingual is a plus
- Patience professionalism excellent phone etiquette
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 our employees and we strive to be more transparent with our pay practices. To that end this position has a base hourly range of $15.38 to $21.15. The above range represents the expected hourly range for this position. The actual hourly rate may vary based upon several factors including but not limited to relevant skills/experience time in the role business line and geographic/office location.
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 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
Baxter has discovered incidents of employment scams where fraudulent parties pose as Baxter employees recruiters or other agents and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself review our Recruitment Fraud Notice.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
