Heavy emphasis in phone interaction and detailed documentation in patient permanent recordWhat You'll Do:Establish rapid rapport with customers over the phone while maintaining a positive, professional, and empathetic demeanorServe as a primary point of contact for customers/patients, account executives, and cross‑functional teams including clinical, financial, reimbursement, operations, and service partnersAccurately assess customer needs and determine appropriate actions in accordance with Hillrom Respiratory Health guidelinesProvide front-line technical phone support for respiratory products and electronic devices, clearly explaining procedures and escalating trends to Quality and R&D as neededDevelop and maintain technical expertise in Respiratory Health devices, portal connectivity products, and ongoing support updatesCorrectly identify order types and warranty eligibility to ensure accurate billing, partnering closely with internal billing teamsUtilize multiple systems, investigation techniques, and problem-solving skills to drive first-call resolution with speed and accuracy, while processing accounts, orders, shipping, rentals, returns, and complaintsManage pre- and post-sales service scenarios using independent judgment, including rotating after-hours phone coverage with occasional evening and weekend supportWhat You'll Bring:Associate degree in business or related field, or equivalent work experience3+ years of progressive experience in a customer service role; healthcare field desirablePrevious experience in the healthcare field, preferredTIMS, JD Edwards or other third-party billing system experience preferredExperience with Microsoft OfficeSpanish-speaking skills a plusCandidate must be able to sit/stand in front of computer and be on phone for extended periods of timeBaxter is committed to supporting the needs for flexibility in the workplace. You Role at BaxterThe Customer Service Representative for Hillrom Respiratory Health is responsible for phone, email, and online interactions with patients, caregivers, healthcare teams, sales, and several internal teams to answer and resolve a wide variety of inquiries during the transition from hospital to home, as well as the Home Care environment.