CUSTOMER SERVICE
We are dedicated to providing our customers and patients with outstanding customer service. Our Customer Service team has extensive customer care experience and are ready, willing, and able to assist with:
- Initial system acquisition
- Delivery and implementation
- Addressing customer needs during their ongoing system use
TECHNICAL SUPPORT
Our Technical Support team has extensive technical training and years of experience. They have the expertise and commitment to provide timely assistance with any technical questions or issues. Technical Support provides:
- 24 x 7 assistance with technical questions
- Commitment to resolving questions or issues as quickly as possible while also providing reassurance over the phone
- Next-day shipment of service swaps when appropriate to resolve more significant issues, while minimizing treatment interruption
- Innovative approaches and technology to perform routine system checks and preventive maintenance, to minimize treatment interruption
In today’s world of automated messages and voice systems, we want our patients, customers, and partners to know there will always be another person on the end of the line dedicated to helping you in whatever ways possible.
Meet some of our HHD team!
Sarah
Support Technician
Sarah has been with the HHD Technical Support Team for 5+ years. She strives to make sure everyone she speaks to has a positive experience while providing needed support for all issues. Recently she has started supporting newly hired HHD Support Technicians as a trainer, sharing her 5 years of experience. “For the past 5 years I have truly enjoyed getting to help and to hear the patient’s journey they have been on while providing support and encouragement.”
Mykos
Customer Service Specialist
Mykos has a wealth of experience in the service field, spanning over 30 years. After being a dialysis patient for 11 years with NxStage® Home Hemodialysis, he received a transplant in January 2024. Now he aims to support the dialysis community by contributing his knowledge and empathy as part of the NxStage Customer Support team. His vast understanding of dialysis and what patients experience daily provides our patients, nurses, and team members with a unique and invaluable perspective. “I love being part of the customer support team that allows me to give back to the people that supported me during my time on dialysis.”
APM2043 Rev. B US-NxHHD-000005 Rev A. 09/2024
CUSTOMER SERVICE
The peritoneal dialysis (PD) customer service team assists home patients and dialysis facilities throughout the United States in ordering PD supplies. The professional and courteous staff work in teams and strive to exceed the needs of each customer on every call. Our focus on teamwork and a strong commitment to quality leads to efficient service and satisfied customers.
Your experienced team is available Monday through Friday from 7:00 AM until 6:00 PM Central time; after-hours emergencies are handled by an on-call staff – 24 hours per day, 7 days per week.
TECHNICAL SUPPORT
Our PD Technical Support team has extensive PD training and years of experience. The team has the expertise and commitment to provide timely assistance with questions or issues.
PD Technical Support provides:
- 24/7 phone support
- Commitment to resolving questions or issues while also providing reassurance
- Timely replacements when deemed necessary
Meet some of our PD team!
Mayra
Support Technician
Mayra is a standout team member who consistently goes the extra mile to assist others, driven by her deep sense of empathy and dedication. She takes every opportunity to ensure that her support extends well beyond the standard expectations, always looking for ways to make a positive impact on the department. Her pride in her work is evident in the precise care she applies to every task, reflecting her commitment to excellence. Moreover, Mayra thrives in collaborative environments, seamlessly working with both management and colleagues to identify areas for improvement and implement effective solutions. Her proactive approach and steadfast support not only elevate the team’s overall performance but also fosters a culture of mutual respect and continuous improvement.
Omar
Senior Pharmacy Technician
Omar has dedicated the past 8 years to customer service, with the last 2 years at Fresenius Medical Care. “It is incredibly fulfilling to hear how the services I provide positively impact patients’ lives. Being part of an amazing customer service team motivates me every day to support both patients and colleagues.” Additionally, Omar supports bilingual communication, enhancing his ability to assist a diverse range of clients.
APM2043 Rev. B US-NxHHD-000005 Rev A. 09/2024