MTP Specialist

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. 

Your Role:

Bardy Diagnostics 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 create a “family – like” culture among the commercial team and across the company as we continue to build the team and grow.

MTP 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.  Belonging to the Customer Experience team, this position will also be responsible for addressing other calls and emails to Bardy Diagnostics and BDx Solutions regarding technical or enrollment-related questions and needs with the intent of prioritizing, resolving, or redirecting the call to ensure the satisfaction of Bardy Diagnostics’ customers and patients.  In addition to working with a team of Customer Experience professionals, this position will work closely with Bardy’s customers, account executives, sales management, Customer Experience management, and company Controllers.

What You'll Be Doing:

• 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.
• Answer all incoming calls promptly and manage them effectively and efficiently.
• Secondary interface with patients, health care professionals, and Account Executives.
• Expert in Bardy Diagnostics system portal.
• Responsible for processing patient enrollments.
• Responsible for 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.
• Handle emails/voicemails as assigned.
• Demonstrate empathy 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 escalate potential patient or customer complaints per standard operating procedures.
• Works to achieve the daily Customer Experience Team’s quality and productivity goals.

What You'll Bring:

• High School diploma or equivalent
• Bachelor’s Degree and/or equivalent work experience in healthcare
• 1+ years of experience in a call center or customer service position preferred
• Bilingual (English / Spanish) is a plus
• Inside sales and account management experience preferred
• Experience with cardiac devices preferred
• Knowledge of medical terminology preferred
• Excellent multitasking and organization skills
• Excellent verbal and written communication skills
• Computer skills including proficiency in MS Office
• Knowledge of multi-line telephone system
• Excellent customer service skills when interacting with all internal and external clients
• Patience, professionalism, excellent phone etiquette

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 practices. The starting hourly rate for this role will be $16.00 per hour.

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.

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.