Customer experience manager Jobs in Houston, TX

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives- where your purpose accelerates our mission.

Baxter's Bardy Diagnostics division 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 build a "family - like" culture among the Bardy team and across the company as we continue to grow our company!

Your Role at Baxter

The Customer Experience Specialists are responsible for facilitating the company's mail to patient program of out-bound product shipments, and for addressing all inbound inquiries into Bardy's 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. This position will also be responsible for addressing other calls and emails to regarding technical or enrollment-related questions and needs with the intent of prioritizing, resolving, or redirecting the call to ensure the satisfaction of our customers and patients. In addition to working with a team of Customer Experience professionals, this position will work closely with customers, account executives, sales management, customer experience management, and company controllers.

What You'll Do :

• Process and upload data from all heart monitors daily.
• Answer all incoming calls promptly and manage them effectively and efficiently.
• Secondary communicate with patients, health care professionals, and Account Executives.
• Expert in Bardy Diagnostics system portal.
• Responsible for processing patient enrollments and 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 and handle emails / voicemails as assigned.
• Demonstrate compassion 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 bring up potential patient or customer complaints
• Works to achieve the daily Customer Experience Team's quality and efficiency goals.
• Daily shipping of products via the company's Mail to Patient program.
• Engaging with courier and carrier services regarding product logistics.
• Daily shipping of Recycling materials in support of the company's recycling program.
• Other duties as assigned.

What You'll Bring

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 our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base hourly range of $15.38 to $21.15. The above range represents the expected hourly range for this position. The actual hourly rate may vary based upon several factors including, but not limited to, relevant skills / experience, time in the role, business line, and geographic / office location.

US Benefits at Baxter (except for Puerto Rico)

This is where your well-being matters. 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.For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site : Benefits | Baxter

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 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 our Recruitment Fraud Notice.