INR Customer Care Representative

About the role

Job Title

About the role

INR Customer Care Representative (Pleasanton, CA)

As an INR (International Normalized Ratio) Customer Care Representative, you'll play a key role in the Remote INR Testing Program by guiding patients through test result reporting, troubleshooting devices, and ensuring seamless communication with physicians, all while helping patients stay on track with their testing and health goals.

Your role

• Handle inbound calls from patients to accurately collect and document INR test results within patient accounts.
• Assist patients with ordering required testing supplies to support uninterrupted care.
• Provide troubleshooting support for patient testing meters, efficiently identifying and resolving issues.
• Make outbound calls to physicians' offices to communicate out-of-range test results and ensure timely follow-up.
• The hours for this opportunity, following training, are Monday through Friday, 8:00 AM to 5:00 PM PST.

You're the right fit if

• You have a High School Diploma or General Education Development (GED).
• You've acquired 1+ years of customer service experience; call center experience is preferred.
• Your skills include strong proficiency in Microsoft Office applications, strong technical aptitude, and excellent computer skills. You can efficiently navigate multiple systems simultaneously while adapting to changing priorities with ease.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You are a reliable and effective communicator with strong attention to detail, a collaborative mindset, and the ability to thrive in a dynamic, fast-paced environment. You consistently demonstrate patience and empathy in every interaction, ensuring a positive experience for customers and stakeholders.

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.

Philips Transparency Details

The pay range for this position in Pleasanton, CA is $20.00 to $31.00.

The actual base pay offered may vary within the posted ranges 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.

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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.