Bilingual Customer Care Representative (French & English)

Vantive : A New Company Built On Our Legacy

Baxter is on a journey to separate our $5B 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 separation of Kidney Care from Baxter into a standalone company (to be named Vantive) remains subject to the satisfaction of customary 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 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

Baxter is committed to supporting the need for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite.

This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

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