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About the Role

This position is responsible for providing excellent customer service, responding to customer inquiries, including order placement, reimbursement, shipping status, warranty and general concerns processing for Insulet products. This role is an essential part of the customer management process and will work directly with other team members and departments to ensure that there is strong communication between Insulet, physicians, insurance providers and OmniPod customers.

Responsibilities

Process all aspects of the order process by verifying insurance benefits to determine eligibility and cost share amounts, reimbursement by contacting payors, verifying insurance benefits and adhering to medical guidelines for reimbursement.
Serve as a department expert on escalation calls/tasks, Insulet insurance contracts, channeling and processing requirements for all covered products.
Request and collect updated documentation, enter orders and coordinate shipment of product to customers.
Maintain a thorough understanding of products offered by Insulet with the ability to explain to potential or existing customers the basic operation and use.
Answer phone inquiries and provide support and direction to customers and resolve customer service issues in a timely and empathetic manner.
Submit all prior authorization requests for approval and payment of Insulet products at time of claim processing.
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.
Document all interactions and calls into the customer database and maintain compliance to HIPAA and other regulating bodies as required.
Provide frequent feedback and suggestions to support an environment of continuous process improvement.
Complete a wide range of tasks within the Reimbursement team using advanced knowledge and skill set.
Perform other duties as assigned.

Requirements

Associates/Bachelor’s Degree and/or equivalent combination of education and experience.
4+ years’ related experience in a professional working environment, preferably with extensive phone coverage and medical device or health care oriented.
Individual health plan insurance knowledge and understanding of the managed care industry is required.
Knowledge of diabetes and experience supporting patients with diabetes is preferred.
Experience with Salesforce CRM (preferred).

Skills

Fostering Teamwork
Flexibility
Managing Change
Diagnostic Information Gathering
Analytical Thinking
Entrepreneurial Orientation
Oral Communication
Written Communication
Thoroughness
Stress Management
Technical Expertise
Initiative
Customer Orientation
Interpersonal Awareness
Conceptual Thinking
Self Confidence

Experience Level

4+ years’ related experience

Education Level

Associates/Bachelor’s Degree

About the Company

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
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!