Customer Outreach Specialist

This is where your 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