Home Patient Customer Care Support
Baxter
Mississauga, ON CA
5d ago

8 / 14 / 2019 3 : 40 : 47 PM Baxter International

Around the world, our employees are united by our mission to save and sustain lives. Together, we create a culture that encourages colleagues to pursue rewarding careers where everyone has the opportunity to do meaningful work as a part of a team they respect, in an environment that values each person’s contributions.

We’re happy you’re interested in continuing your career journey with Baxter.

Summary

This is an 8 month contract position.

The incumbent serves as first point of customer contact regarding such matters as order management, product complaints, service complaints, adverse events, and general inquiries.

Responsible for initial intake, documentation, and distribution of customer need as required. Provides independent resolution to moderately complex inquiries and responsible for investigation of problems related to shipment of products, returns, credits and orders.

Essential Duties and Responsibilities

  • Provides first point of contact for all customer inquiries and product / service complaints through phone, fax, email, or online.
  • Provides first point of contact for order entry for both institution and Home Patient.
  • Thoroughly documents all inquiries in adherence with company procedures.
  • Redirects complex or specialized concerns to appropriate team for follow up (e.g. medical inquiries, technical product support) when applicable
  • Expedites customer orders as required.
  • May provide guidance and training to department new hires
  • Investigates and resolves problems related to shipment of products, returns, credits, and orders.
  • Handle processing and issuing credits for returns.
  • Sets-up new patients as per key requirements, maintains other records, and prepares customer required reports
  • Patent management for inbound and international travel requirements
  • Supports resolution of errors within GFax and EDI transactions
  • Manages cycler deployment process
  • Manage sample export and input order
  • Prepares key customer / patient metric reports and resolves
  • Resolves customer questions, and handles requests, where judgment and initiative are required to resolve and / or make recommendations.
  • Perform initial data collection for product complaints and adverse events which may include : evaluate complaint for need to investigate and coordinate sample retrieval, provide complainants resolutions (written or verbal) communication for known issues, notification to third parties of product complaint.
  • Must be fully Bilingual in English / French
  • Required :

  • High school diploma
  • Preferred :

  • Bachelor’s degree preferred in life science, health science, or related discipline.
  • Major Subjects / Specialties

    Required :

  • General Studies, Business
  • Preferred :
  • Business
  • Required :

  • Customer Service experience
  • Preferred :

  • Health Care Industry
  • Basic knowledge of broad supply chain activities
  • Required :

  • Minimum of 1 year experience in customer service
  • Preferred :

  • 5 years of customer service experience
  • Additional Skills / Special Training / Technical Skills Required

    Required :

  • Exceptional verbal and written communication skills
  • Ability to thrive in a very fast paced environment
  • Analytical and business problem solving skills
  • Ability to facilitate and manage change
  • Strong organizational and interpersonal skills.
  • Ability to ask the right questions and lead conversations.
  • Ability to interact effectively with all levels of professionals (RNs, patients, other medical professionals).
  • Strong ability to multi-task.
  • Strong orientation for metrics
  • Preferred :

  • Proficient level of Baxter product and therapy knowledge.
  • Bilingual in French and English, Written and Verbal
  • 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.

    EEO is the Law

    EEO is the law - Poster Supplement

    Pay Transparency Policy

    Reasonable Accommodations

    Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-

    mail to Americas TTA baxter.com and let us know the nature of your request along with your contact information.

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