Customer Outreach Specialist

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 Baxter'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

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a required minimum number of days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission. The flexible workplace policy is subject to local laws and legal requirements. At its discretion, Baxter may decide to adjust, suspend, or discontinue as business needs change.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay…