Customer Care Representative III (m,w,d)

Job Summary

Position Overview:

This position is responsible for providing excellent customer service, responding to customer inquiries, providing customers with coverage options, reimbursement processing, order placement, shipping status, warranty and general concerns. Assists with benefits investigation and answers a variety of reimbursement related questions.  Strong communication between customers, physicians, healthcare and insurance providers are critical functions of this position.

The Customer Care Specialist is able to independently follow standardized workflows as defined by the organization. Contact centre/customer service experience is required, durable medical equipment as well as pharmacy coverage familiarity, reimbursement/insurance and healthcare experience is preferred. The Customer Care Specialist is not only responsible for ensuring a positive customer interaction, but will also ensure that benefits/coverage, prior authorization and documentation is correctly obtained which will allow Insulet to successfully collect revenue.

Responsibilities:

• Process all aspects of the order process by verifying insurance coverage to determine eligibility and calculate cost share amounts for existing and new customers. 
• Requesting and collecting updated documentation, prior authorizations, order entry and coordinating shipment of product to customers.
• Understand Insulet channelling and processing requirements for all covered products, which is based on medical policy and payer guidelines.
• Providing support and direction to customers and resolving customer service issues in a timely and empathetic manner.
• Work as part of the larger support team, collaborating with other departments to ensure proactive, superior front-line customer support.
• Document all interactions and calls into the customer database and maintain compliance as per regulating bodies is required.
• Provide frequent feedback and suggestions to support an environment of continuous process improvement.
• Calculate and document cost share amounts for potential customers.
• Collaborate with other commercial teams such as Case Management, OmniPod Sales and Billing, to ensure proactive communication of potential customer’s order status.
• Assisting customers with the OmniPod
• Obtaining and or verifying RX validity
• Perform other duties as assigned

Education and Experience:

• Associates degree or equivalent combination of education and experience- preferred

• relevant experience in reimbursement, healthcare related customer service experience and pharmacy technician license/experience preferred.
• Ideal candidate will have knowledge of medical device reimbursement from a manufacturer or DME perspective.
• Fluent English and German (minimum C1) is a must
• Experience with Salesforce CRM (preferred)

Skills/Competencies:

• Oral Communication - The ability to express oneself clearly in conversations and interactions with others.
• Written Communication - The ability to express oneself clearly in business writing.
• Fostering Teamwork - The ability and desire to work cooperatively with others on a team.
• Thoroughness - Ensuring that one's own and others' work and information are complete and accurate; following up with others to ensure that agreements and commitments have been fulfilled.
• Stress Management - The ability to function effectively in a fast-paced environment, while under pressure. Ability to identify and escalate issues requiring management support. Ability to maintain flexibility, and able to switch priorities as needed based on business needs.
• Technical Expertise - Demonstrating depth of knowledge and skill using standard business / office technology and applications.
• Other Important Skills / Competencies – Flexibility, Diagnostic Information Gathering, Analytical Thinking, Initiative, Self Confidence and Customer Orientation.

Physical Requirements:

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity needed for using a calculator and computer keyboard.
• Lightweight lifting may be required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This is a remote role based in Germany with expected travel to the German office as needed

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

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