Job TitleINR Customer Care Representative

Job Description

INR Customer Care Representative (Pleasanton, CA)

The INR (International Normalized Ratio) Customer Care Representative assists patients throughout the Remote INR Testing Program.  Representatives in this role receive and record test results from patients via inbound phone calls, while also supporting the patient with additional requests and troubleshooting of devices needed for compliance/adherence to the testing program.  This role also communicates with physician offices in reporting test results.

Your role:

Receiving inbound phone calls from patients reporting their INR test results and accurately documenting in the patients’ accountAssisting patients with ordering testing suppliesTroubleshooting patient testing metersMaking outbound phone calls to notify physicians’ offices of out-of-range test results.Meeting all quality and performance standards

You're the right fit if:

You have a High School Diploma or General Educational Development (GED)You’ve acquired 1+ years of customer service experience, and 1+ years’ call center experience preferred.Your skills include proficiency using a computer and Microsoft Office (Word, Excel, and Outlook); comfortable using the telephone and computer to perform job responsibilities.You have direct internet connectivity at workstation, with a speed requirement of 45+Mbps down and 2+Mbps up. Exceptions to this for specific positions within the Company must be presented for approval prior to employment.You have experience communicating to patients in a healthcare setting (preferred)Comfortable with a work schedule Monday-Friday between 5:00am-5:00pm PST (5am-2pm or 8am-5pm) You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. 

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

(This is an office role.)

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

Learn more about our business.Discover our rich and exciting history.Learn more about our purpose.Read more about our employee benefits.Learn more about our commitment to diversity and inclusion.

Philips Transparency Details

The hourly pay range for this position is $19.00 to $21.00, plus overtime is eligible.  The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. 

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position.  For this position, you must reside in or within commuting distance to Pleasanton, CA.

#LI-Office

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.