CTC Case & Process Specialist, GSA

This is a fully remote position, open to applicants in Germany.

📋 Description

• Oversee intricate reimbursement cases throughout the complete OTC process for GSA markets.

• Deliver customer support for case handling and process management services.

• Facilitate communication among Sales, Market Access, Health Insurance teams, Customer Care, and international stakeholders.

• Ensure that coverage, prior authorization, and documentation are properly secured for revenue collection.

• Assist in UAT testing and create, document, and track test scenarios for system improvements and new initiatives.

• Serve as a Key User for Salesforce Lightning and SAP.

• Establish and maintain case management processes, including resubmission management systems, reports, and tools.

• Supervise complaints, resubmission cases, intricate inquiries, dispute management, and challenging customer situations.

• Identify underlying issues and enhance processes to standardize workflows.

• Create standard solutions from individual cases and implement team training.

• Manage and assist customers during trial phases and transition to standard supply.

• Collaborate with Market Access to standardize solutions and processes.

• Act as a subject matter expert in projects and process enhancements.

• Analyze rejection reasons and suggest methods to boost approval rates.

• Guide customers through application, rejection, and appeal processes.

• Onboard and train new employees and facilitate regular training and upskilling sessions.

• Support GSA CTC workforce management, KPI structures, reporting requirements, Post Entry, and Master Data Management processes.

⛳️ Requirements

• Fluency in German is crucial.

• Proficient in English at a minimum B/C level.

• Degree or relevant experience required.

• Relevant experience in customer service or order management; MedTech experience is preferred but not mandatory.

• Capability to manage workload efficiently and prioritize tasks effectively.

• Exceptional attention to detail and strong organizational skills.

• Effective verbal and written communication abilities.

• Capacity to comprehend and manage multiple complex processes.

• Understanding of regulatory and quality implications on processes.

• Proficiency in Excel, Microsoft Word, and PowerPoint is necessary.

• Experience with CRM and ERP systems; familiarity with Salesforce and SAP is advantageous.

• Ability to work collaboratively across Sales, Commercial, Market Access, Marketing, CTC, and Customer Care teams.

• Strong analytical problem-solving skills.

• Flexibility, motivation, independence, and the ability to multitask.

🏝️ Benefits

• Remote work opportunities.

• Approximately 10%-15% travel involved.

• Healthy work-life balance.

• Opportunities for learning and development.

• Support for training, upskilling, and professional development.