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About the Role
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.
Responsibilities
- Process all aspects of the order process by verifying insurance benefits/coverage to determine eligibility and calculate cost share amounts for existing and new customers.
- Request and collect updated documentation, prior authorizations, order entry 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.
- Understand Insulet channeling and processing requirements for all covered products, which is based on medical policy and payer guidelines.
- Answer phone inquiries and provide support and direction to customers and resolve 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 to HIPAA and other regulating bodies as required.
- Maintain satisfactory call and order counts as defined by management.
- 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.
- Assist customers with the omnipod orders via pharmacy and or with Insulet directly.
- Effectively communicate to customers what is needed to fill a pharmacy order by managing retail, PBM (Pharmacy Benefit Manager).
- Obtain and or verify RX validity.
- Perform other duties as assigned.
Requirements
- Contact center/customer service experience is required.
- Durable medical equipment as well as pharmacy coverage familiarity, reimbursement/insurance and healthcare experience is preferred.
- Minimum 1-3 years of call center, reimbursement, healthcare related customer service experience and pharmacy technician license/experience is required.
- Ideal candidate will have knowledge of medical device reimbursement from a manufacturer or DME perspective.
- This position has an inbound call queue/call handling requirement.
- Knowledge of managed care industry is preferred.
- Knowledge of diabetes and experience supporting customers with diabetes is preferred.
- Bilingual skills a plus.
- Experience with Salesforce CRM (preferred).
Skills
- Oral Communication
- Written Communication
- Fostering Teamwork
- Thoroughness
- Stress Management
- Technical Expertise
- Flexibility
- Diagnostic Information Gathering
- Analytical Thinking
- Initiative
- Self Confidence
- Customer Orientation
Experience Level
- 1-3 years
Education Level
- Associates degree or equivalent combination of education and experience.
- Bachelors preferred.
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!