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Respiratory Health Customer Service Specialist $500 SIGN ON BONUS! (Hybrid- 2 days in Office, 3 Days Work From Home) ST. PAUL MN

Req # 21126446 Location Minneapolis-St. Paul-Bloomington, Minnesota, United States Job Category Customer Service Date posted 01/14/2022

Hillrom and Baxter have united, creating one of the world’s leading medical products companies. We are committed to our shared vision to transform healthcare. We're building on the legacy and strengths of two historically innovative and socially responsible companies that—when joined together—should better serve our patients, customers and communities. This is an exciting time to join us as we begin a new chapter, together.

No matter your role at Baxter, your work makes a positive impact on people around the world. You can expect to work with caring people who value relationships. Our teams are strong and empowered because we value differences. This is where you can do your best work and thrive in an international environment. This is where you can belong.


The Customer Service Specialist- Home Care is the communication hub for patient questions regarding our six Repiratory Health devices. The Customer Service Specialist forBaxter Respiratory Health is responsible for phone, email, and online interactions with patients, caregivers, healthcare teams, sales, and several internal teams to answer and resolve a wide variety of inquiries during the transition from hospital to home, as well as the Home Care environment. This role provides technical support for six Home Respiratory Health devices and responds to inbound calls from customers regarding product failures and makes outbound follow up calls. The Customer Service Specialist interrogates to determine the cause of failure and appropriate course of action. This role will enter orders and  assign device directly to patient, authorize shipment, return of warranty related issues for all devices and accessories in the Home Respiratory Health portfolio. This includes troubleshooting device and accessory complaints from the patient or caregiver to attempt resolution over the phone.

SIGN ON BONUS of $500 Available!

LOCATION:MUSTbe located within a reasonable commute to the St.Paul MN Office

REGULAR WORK SCHEDULE: 9:30 AM TO 6:00 PM CST.  OTHER SCHEDULES AVAILABLE:  8:30 AM  5:00 PM or 9:00 AM - 5:30 PM 

TRAINING HOURS: 8:00  AM - 4:30 PM for 4 months.  

Hybrid Work Schedule:  Work in Office Tues & Thurs. Take advantage of working from home with hybrid model Monday, Wednesday, Friday.

THE ROLE:

  • Establish rapport over the phone quickly, and remain positive and upbeat 
  • Responsible for interfacing with customers/patients, account executives, and internal departments, such as clinical, financial, reimbursement, operations, and other service representatives
  • Quickly and accurately identify and assess individual customer needs, determining appropriate action, within Hillrom Respiratory Heath guidelines
  • Deliver front-line phone support on products and electronic devices, explaining technical procedures to customers in an easy-to-understand manner, at times summarizing trends to Quality and Research & Development engineers which require testing and redevelopment.
  • Learn ongoing technical support for Respiratory Health devices and portal connectivity products
  • Properly identify order types and warranty determination for correct billing / collaborating with the internal billing teams
  • Utilize multiple systems, investigation techniques, and problem-solving skills to attempt to first-time resolution on each call with speed and accuracy
  • Employ detail-oriented processes in multiple Hillrom systems to process new accounts, route, track, retrieve, and maintain proper information in correct fields
  • Responsible for shipping-related activities, verification for rental agreements, and returned items
  • Responsible for timely and accurately processing of complaints received from patients/caregivers
  • Rotating responsibility for after hours’ phone, which includes occasional evening and weekend coverage (after approximately 6 – 9 months on the job training)
  • Rely on experience and judgment to handle a wide variety of pre-sales and post-sales service and warranty situations 

EDUCATION, EXPERIENCE, QUALIFICATIONS AND SKILLS:

  • Associate degree in business or related field, or equivalent work experience
  • 5 years of progressive experience in a customer service role; healthcare field desirable
  • Previous experience in the healthcare field, preferred
  • TIMS, JD Edwards or other third-party billing system experience preferred
  • Experience with Microsoft Office
  • Spanish-speaking skills a plus

The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.

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.

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