Bilingual Customer Care Representative

Vantive: A New Company Built on Our Legacy

Since last year, Baxter has been on a journey to separate our Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.

At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us are driven to help improve patients’ lives worldwide. Join us as we revolutionize kidney care and other vital organ support.

*Completion of the proposed sale of Vantive to funds managed by the Carlyle Group is subject to receipt of customary regulatory approvals and satisfaction of other closing conditions.

Your Role:

In this role, you will be the first point of customer contact regarding such matters as order management, product complaints, service complaints, adverse events, and general inquiries. Your will be 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.

What you'll do:

• 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
  
  
  

What you’ll have

• Minimum of 2 years’ experience in customer service
  
• High school diploma / bachelor's degree in related field
  
• Fully Bilingual in French and English
  
• Exceptional verbal and written communication skills
  
• Ability to thrive in a very fast paced environment
  
• Analytical and business problem solving skills along with 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.
  
  
  

Nice to have

• Bachelor’s degree preferred in life science, health science, or related discipline.
  
• Prior experience in health care industry
  
  
  

French

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.

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