Job Description

Job Title INR Customer Care Representative



Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips*. Employees may request a reasonable accommodation. *Montana employees are currently excluded from this requirement at this time.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it\xe2\x80\x99s not just what we do, it\xe2\x80\x99s who we are. We are 80,000, wonderfully unique individuals, with two things in common: and a relentless determination to deliver on our customers\xe2\x80\x99 needs. It\xe2\x80\x99s what inspires us to create meaningful solutions \xe2\x80\x93 the kind that make a real difference \xe2\x80\x93 when it matters most.

The world and our customers\xe2\x80\x99 needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That\xe2\x80\x99s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips\xe2\x80\x99 purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you\xe2\x80\x99ll be working towards creating a better and fairer future for all.

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.

You are responsible for

• Receiving inbound phone calls from patients reporting their INR test results and accurately documenting in the patients account
• Assisting patients with ordering testing supplies
• Troubleshooting patient testing meters
• Making outbound phone calls to notify physicians\xe2\x80\x99 offices of out-of-range test results
• Meeting all quality and performance standards

You are part of

Ambulatory Monitoring & Diagnostics (AM&D) is part of the Philips Connected Care business cluster. Philips BioTelemetry is part of the AM&D business and provides remote cardiac monitoring services for more than one million patients per year. Philips acquired BioTelemetry in early 2021. The combination of Philips and BioTelemetry results in a global leader in patient care management solutions for the hospital and the home, a leading U.S.-based provider of remote cardiac diagnostics and monitoring.

Consists of members of the INR Customer Care Team and directly reports to the INR Customer Care Supervisor.

To succeed in this role, you\xe2\x80\x99ll need a customer-first attitude and the following

• High School Diploma or General Educational Development (GED)
• 1+ years\xe2\x80\x99 of customer service experience
• Proficiency using a computer and Microsoft Office (Word, Excel, and Outlook); comfortable using telephone and computer to perform job responsibilities
• Ability to have direct ethernet 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
• 1+ years\xe2\x80\x99 of call center experience (preferred)
• 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)

In return, we offer you

The ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips. Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and a supportive atmosphere where you can sharpen your talents with new challenges and career opportunities.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

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

How we work at Philips

Our newly adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart \xe2\x80\x93 which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home \xe2\x80\x93 for our hybrid roles.\xe2\x80\x8b

Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:\xe2\x80\x8b

We believe in the importance of impactful collaboration: There\'s a certain energy when everyone\xe2\x80\x99s in the same room that can heighten idea generation and creative friction needed for problem-solving.

We embrace flexibility: Choosing where, when, and how to work can vary according to task and team schedules. Flexibility isn\xe2\x80\x99t office or online, it means choosing the space that works best for you, your teams, and our customers on a case-by-case basis. \xe2\x80\x8b

We want to be at our best: The way we work, and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best. \xe2\x80\x8b

Why should you join Philips?

Working at Philips is more than a job. It\xe2\x80\x99s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it\xe2\x80\x99s like , read stories from our , find information about our and answers to some .

#LI-PH1

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

Philips