Customer Outreach Specialist

This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride. Your Role Customer Outreach Specialists will be responsible for providing customer service and managing communication between the organization and its customers and patients. The Customer Outreach team, a subset of the Customer Experience organization, is responsible for the administration of ACM’s Customer Outreach program. This program includes the administration of all outbound calls, e-mails, and text‑messages to patients, customer accounts, and internal partners (e.g. Account Executives, Clinical Services, and management) regarding patient registrations and the status, use, and return of the company’s medical devices. The Customer Outreach Specialist reports to the Customer Experience Manager at our office in Houston, TX. The individual who occupies this role must provide an exceptional customer experience via excellent communication and an empathetic understanding for our patients. Their focus on the customer’s perspective will be their foundation for ensuring a customer‑centric experience in every element of Baxter’s business. What You’ll Be Doing: Managing inbound and outbound phone calls, e-mails, and text‑messages with customer accounts, patients, and other stakeholders. Perform investigation into patient and customer contacts to successfully perform outbound calling operations. Verify and document all patient and customer identities per HIPAA and other Federal regulations. Perform tasks to support the completion, return, and upload of CAM studies. Including, but not limited to, managing outbound call queues, managing Customer Outreach email communication, and the upload or resolution for different CAM studies. Assist patients and customers with shipping and product logistics and setup/application of their CAM device. Provide patient instruction and guidance regarding medical device usage and interaction with Emergency services (i.e. notifying patients with proper Emergency Service contact protocol). Upload patient data, including the handling of heart monitors, as required. What You’ll Bring: High School diploma or equivalent, with 2+ years of customer service or call center experience. Excellent verbal and written communication, customer service skills, and professional phone etiquette. Strong multitasking, organization, and computer skills, including proficiency in MS Office (Excel & Outlook). Demonstrated patience, professionalism, and ability to work effectively with customers. Medical industry experience, including knowledge of medical terminology and HIPAA, preferred. Bilingual skills are a plus. Ability to be on-site during scheduled work hours and sit for extended periods while viewing computer screens. Ability to lift 30–40 lbs as required. US Benefits at Baxter (except for Puerto Rico) Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well‑being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short‑term and long‑term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time‑off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. The starting hourly rate for this role will be $17.70 per hour. 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 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 the Recruitment Fraud Notice. #J-18808-Ljbffr