Sr. Specialist, Customer Service Training and Call Quality at Baxter International

Deerfield, Illinois, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

High school diploma or equivalent required, college degree preferred
Experience with systems and testing processes preferred
Knowledge of Hospital Products, Advanced Surgery products, processes, systems, including PROQ, Articulate, SharePoint desirable
Knowledge of JDE, MS Excel, Access, Word, Power Point, Visio and any web based formats preferred
Ability to work cohesively with other functions
Ability to work in a constantly changing environment
Ability to lead, motivate and educate (one-on-one and with groups)
Requires excellent customer service skills
Teaching/training experience
Demonstrated oral, written communication and group presentation skills
Demonstrated performance displaying initiative, organization, analytical and problem solving skills
Ability to work independently
Solid organizational skills
Good presentation and group facilitation skills
Knowledge of adult learning concepts
Ability to read, interpret, follow and write Standard Operating Procedures (SOPs)
Attention to detail

Responsibilities

Design, develop, implement and deliver specific training to meet training needs within aligned functions
Distribute training communications (memos, schedules, descriptions, etc.)
Conduct training classes for new and existing employees within aligned functions, including necessary prep work
Maintain a well-documented training program to include new hire and refresher training
Maintain New Hire Training Modules, and related documentation
Identify needed changes to training materials to keep current with actual practices
Help in creation and updates of SOP documentation and coordination with quality systems
Create/Maintain tools that facilitate and improve ability to follow procedures (web tools, checklists, forms, etc.)
Maintain training materials in centralized location, with controls/governance in place
Provide feedback to supervisors on identified performance issues through training evaluations
Support projects with creation of process documentation and any necessary training
Collaborate with Process Owners on process documentation and changes
Administer Skill Verification and process audits, with recommendations for refresher and ongoing training
Responsible for the development, design, implementation and coordination of specific training for new and existing employees
Ensure that quality and regulatory compliance requirements are supported through training programs including procedural documentation
Supports system enhancements, process changes and projects with creation of process documentation and training
Responsible for managing governance and audit of SOPs, training, documentation, work instructions and job aids

Skills

Training Design

Training Delivery

SOP Management

Quality Compliance

Regulatory Compliance

Process Documentation

Work Instructions

Job Aids

New Hire Training

Refresher Training

Audit Governance

Baxter International

Provides essential medical products and services

About Baxter International

Baxter International provides a wide range of medical products and services essential for healthcare. The company operates in several areas, including critical care, hospital care, nutritional care, renal care, and surgical care. Its products are used in various settings, from emergency rooms to home healthcare, helping to meet the needs of patients and healthcare professionals. Baxter develops, manufactures, and distributes medical devices, pharmaceuticals, and biotechnology products, generating revenue through sales to healthcare providers and institutions. A key aspect that sets Baxter apart from competitors is its recent acquisition of Hillrom, which enhances its ability to offer comprehensive healthcare solutions. The company's goal is to improve care outcomes and increase access to healthcare through continuous innovation and a focus on patient needs.

Deerfield, IllinoisHeadquarters

1931Year Founded

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Parental Leave

401(k) Retirement Plan

401(k) Company Match

Employee Stock Purchase Plan

Commuter Benefits

Mental Health Support

Risks

Needle-free injection technology could disrupt Baxter's traditional injection-based therapies.

Shift to home healthcare may require Baxter to adapt its product offerings.

Growing digital health importance necessitates further investment from Baxter to stay competitive.

Differentiation

Baxter's acquisition of Hillrom enhances its comprehensive healthcare solutions portfolio.

Strong focus on patient-centric innovation sets Baxter apart in the healthcare industry.

Baxter's partnerships, like with Ayogo, leverage digital health for improved patient outcomes.

Upsides

Baxter's investment in Medically Home aligns with the growing home healthcare market.

Rising demand for personalized medicine offers Baxter opportunities for targeted therapies.

Expansion in telehealth supports Baxter's integrated healthcare solutions strategy.

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