Customer Outreach Specialist

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, administers the Customer Outreach program, performing all outbound calls, e‑mails, and text messages to patients, customer accounts, and internal partners regarding patient registrations, device usage, and returns.

The Customer Outreach Specialist reports to the Customer Experience Manager at our office in Houston, TX. This role requires exceptional customer experience skills, excellent communication, and an empathetic understanding of our patients.

• Managing inbound and outbound phone calls, e‑mails, and text messages with customer accounts, patients, and other stakeholders.
• Investigating patient and customer contacts to perform outbound calling operations.
• Verifying and documenting all patient and customer identities per HIPAA and other federal regulations.
• Supporting completion, return, and upload of CAM studies, including managing outbound call queues and upload or resolution of CAM studies.
• Assisting patients and customers with shipping and product logistics and setting up or applying their CAM device.
• Providing patient instruction and guidance regarding medical device usage and interaction with emergency services, including notifying patients with proper emergency service contact protocol.
• Uploading patient data, including handling of heart monitors, as required.

• High School diploma or equivalent, with 2+ years of customer service or call center experience.
• Excellent verbal and written communication 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.

Starting hourly rate: $17.70 per hour.

Baxter offers comprehensive compensation and benefits packages for eligible roles, including medical and dental coverage, basic life, accident, short‑term and long‑term disability, business travel accident insurance, 401(k), ESPP, flexible spending accounts, educational assistance, paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leave, paid parental leave, commuting benefits, employee discount program, employee assistance program, and childcare benefits.

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.

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If you need a reasonable accommodation for any part of the application or interview process, let us know the nature of your request along with your contact information.

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents. To protect yourself, review the Recruitment Fraud Notice.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.