Rep 2 Customer Support - Houston, United States - Hill-Rom Holdings, Inc.

Description

Baxter and Hillrom are now united as one company. Together, we embark on a new phase in our transformational journey to save and sustain lives worldwide. We are creating new opportunities to accelerate product and digital innovation across care settings, enable efficiencies and improve care outcomes for patients and providers. Our combined portfolio of leading products and solutions will serve even more people worldwide.

For us, this is more than just a job. Here, youll find purpose and pride as we meet the challenges of a rapidly evolving healthcare landscape. We are thrilled to unite two patient-centric cultures that value diversity and inclusion, professional growth and social responsibility. Together, we create a place where we are happy, successful and inspire each other. Learn more about #LifeAtBaxter

This is where you can do your best work. Where your purpose accelerates our mission.

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.

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 and let us know the nature of your request along with your contact information by clicking on the link

Privacy Notice Hillrom is now a part of Baxter. View the

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

Job Description Rep 2 Customer Support Hillrom and Baxter have united, creating one of the worlds 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 thatwhen joined togethershould 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.

**Description**

**Position Overview & Purpose** :

Bardy Diagnostics 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 create a family like culture among the commercial team and across the company as we continue to build the team and grow.

Currently, we are looking for a Sr. MTP Specialist to join our Customer Experience Team who are passionate about digital health and helping cardiac patients through our innovative remote patient monitoring body sensor technologies.

MTP Specialists are responsible for facilitating the companys Mail to Patient program of out-bound product shipments, and for addressing all inbound inquiries into Bardys 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. Belonging to the Customer Experience team, this position will also be responsible for addressing other calls and emails to Bardy Diagnostics and BDxSolutions regarding technical or enrollment-related questions and needs with the intent of prioritizing, resolving, or redirecting the call to ensure the satisfaction of Bardy Diagnostics customers and patients. In addition to working with a team of Customer Experience professionals, this position will work closely with Bardys customers, account executives, sales management, Customer Experience management, and company Controllers.

As the team lead, the Sr. MTP Specialist will, in addition to the above (and below) responsibilities and functions, be responsible for producing weekly, monthly, and quarterly logistics reports and other departmental metrics as assigned by Customer Experience management. Project management engagements may also be assigned as required.

**Core Job Functions & Responsibilities** :

Daily shipping of products via the companys Mail to Patient program

Engaging with courier and carrier services regarding product logistics

Daily shipping of Recycling materials in support of the companys recycling program

The weekly production of reports on departmental business

Project management as required by supervisor

Answer all incoming calls promptly and manage them effectively and efficiently.

Secondary interface with patients, health care professionals, and Account Executives.

Expert in Bardy Diagnostics system portal.

Responsible for processing patient enrollments.

Responsible for 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.

Handle emails/voicemails as assigned.

Demonstrate empathy 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 escalate potential patient or customer complaints per standard operating procedures.

Works to achieve the daily Customer Experience Teams quality and productivity goals.

Other duties as assigned.

**Qualifications**

High School diploma or equivalent

Bachelors Degree and/or equivalent work experience in healthcare

1-2 years of experience in a call center or customer service position preferred

Inside sales and account management 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

**Primary Location**

: United States-Texas-Houston