Customer Experience Specialist, Baxter

Customer Experience Specialist

Baxter

Location:

United States, Houston

Category:

Customer Service

Contract Type:

Employment contract

Salary:

15.38 - 21.15 USD / Hour

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Job Description:

The Customer Experience Specialist is responsible for facilitating the company’s mail-to-patient program, processing out-bound product shipments, addressing customer inquiries, and supporting daily operations, including shipments, enrollments, and customer communication. The role involves collaborating with internal teams and external customers to ensure satisfaction and achieve quality and efficiency goals.

Job Responsibility:

Process and upload data from all heart monitors daily
Answer all incoming calls promptly and manage them effectively and efficiently
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
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
Work to achieve the daily Customer Experience Team’s quality and efficiency goals
Daily shipping of products via the company’s Mail to Patient program
Engage 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

Requirements:

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

Nice to have:

Experience with cardiac devices
Knowledge of medical terminology
Bilingual

What we offer:

Medical and dental coverage that start on day one
Basic life insurance
Accident insurance
Short-term and long-term disability insurance
Business travel accident insurance
Employee Stock Purchase Plan (ESPP)
401(k) Retirement Savings Plan
Flexible Spending Accounts
Educational assistance programs
Paid holidays
Paid time off ranging from 20 to 35 days based on length of service
Family and medical leaves of absence
Paid parental leave
Commuting benefits
Employee Discount Program
Employee Assistance Program (EAP)
Childcare benefits

Additional Information:

Job Posted:

March 21, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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