INR Customer Care Representative

Job Title

INR Customer Care Representative

Job Description

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 report and accurately document their INR test results in patient accounts.

• Assist patients with ordering necessary testing supplies to ensure timely care.

• Provide troubleshooting support for patient testing meters, resolving issues efficiently.

• Make outbound calls to notify physicians’ offices of any out-of-range test results, ensuring effective communication.

• This role requires availability Monday–Friday between 5:00am and 5:00pm PST. Preferred shifts will be considered, but schedules are determined based on business needs.

You're the right fit if:

• You’ve acquired 1+ years of experience in customer service’ experience in a call center is preferred.

• Your skills include strong proficiency in Microsoft Office applications, strong technical acumen, and excellent computer skills, along with the ability to efficiently navigate multiple technical platforms simultaneously while adapting to change with ease.

• You have a High School Diploma or General Education Development (GED).

• 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 excellent communicator with a keen attention to detail, a collaborative mindset, and the ability to excel in dynamic, fast-paced environments. You consistently demonstrate patience and empathy in every support interaction, ensuring a positive and seamless experience for all.

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.

• Learn more about our culture.

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.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.