Customer Experience Specialist

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. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter’s 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.

Baxter's Bardy Diagnostics division is building a team of passionate people who share an entrepreneurial spirit and are dedicated to making a difference in advancing patient care. It is our desire to build a “family – like” culture among the Bardy team and across the company as we continue to grow our company!

Your Role at Baxter

The Customer Experience Specialists are responsible for facilitating the company’s mail to patient program of out-bound product shipments, and for addressing all inbound inquiries into Bardy's 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 You'll 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 Team’s quality and efficiency goals.
• Daily shipping of products via the company’s Mail to Patient program.
• Engaging with courier and carrier services regarding product logistics.
• Daily shipping of Recycling materials in support of the company’s recycling program.
• Other duties as assigned.

What You'll 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