Patient Support 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. 

Your role at Baxter

THIS IS WHERE you build trust to achieve results…

As a Patient Support Specialist for our Respiratory Health Division, you will be responsible for providing non-clinical support and management of patient calls related to device usage in the home environment.  In this role, you will work directly with patients using respiratory products in the home, gathering information about product usage, patient demographics, insurance and supply needs and directing situations to internal resources to address any clinical patient issues or concerns.  The specialist gathers usage information necessary for demonstrating device utilization to Insurance payers and assists with management of the rental process in relation to continued use follow-up.

Your team

You will be working for Baxter Healthcare in the Respiratory Health division where we are united to save and sustain lives.  Our team is responsible for phone, email, and online interactions with patients, caregivers, healthcare teams, sales, and several internal teams with the main goal of taking care of our patients.  Reporting to the Clinical Support Manager, you will be a part of a team of 13 Clinical Support Specialists and 4 Patient Support Specialists.

We're a friendly, collaborative group of people who push each other to do better every day. We find outstanding strategies to close deals and expand our skills by challenging ourselves and others. Whether out in the field with a partner or solving challenges with your territory team, you always have camaraderie and support to help accomplish your goals.

What you’ll be doing

• Call patients to gather information about respiratory product usage, verifying patient demographics, doctor and any other pertinent information.

• Ensure Insurance Payers compliance for continued use of rental products.

• Gather continued use information from Insurance Payers beneficiaries, collaborating with other teams to determine if rental hold or release is deemed appropriate.

• Work with Patient and Customer Service Team members   on obtaining device usage information when required for insurance authorization or reauthorization.

• Process responses to Patient Outcomes Survey responses.

• Determine via escalation process when clinical intervention may be required based on the conversation with the patient.

• Refer patients to Clinical Specialists or other team members to address any additional questions or concerns the patient may have during calls and interactions.

• Create and monitor assigned Tasks and/or Outcome Event for completion in a timely manner.

What you'll bring

• Associate’s degree, preferred. HS Diploma required

• 2+ years’ experience in a customer service role preferably working with patients or people with medical conditions.

• Knowledge of medical terminology

• Excellent customer service and interpersonal communications skills

• Strong attention to detail

• Ability to work independently and as a member of a team.

• Experience with document imaging preferred.

• Data entry skills

• Outlook and TIMS experience preferred.

• Bilingual is a plus.

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

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 estimated base salary for this position is $41,600 to $57,200 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

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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.

EEO is the Law 
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Pay Transparency Policy

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.