Customer Care Representative III

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

📋 Description

• Oversee incoming inquiries, validate insurance and benefits, coordinate orders and shipments, and ensure precise documentation for reimbursement.

• Aid in benefits investigation and address a range of reimbursement-related inquiries.

• Manage all facets of the order process by confirming insurance benefits/coverage to assess eligibility and compute cost-sharing amounts for both existing and new customers.

• Request and gather updated documentation, prior authorizations, enter orders, and coordinate product shipments to customers.

• Comprehend Insulet's channeling and processing requirements for all covered products, in accordance with medical policies and payer guidelines.

• Offer support and guidance to customers while resolving service issues promptly and empathetically.

• Record all interactions and calls in the customer database, ensuring compliance with HIPAA and other regulatory bodies as necessary.

• Accountable for maintaining satisfactory call and order volumes as outlined by management.

• Calculate and document cost-sharing amounts for potential customers.

• Collaborate with other commercial teams such as Case Management, OmniPod Sales, and Billing to ensure proactive communication regarding the status of potential customer orders.

⛳️ Requirements

• An associate degree or an equivalent combination of education and experience is preferred.

• Relevant experience in call center operations, reimbursement, healthcare-related customer service, and pharmacy technician license/experience is preferred.

• The ideal candidate will have familiarity with medical device reimbursement from a manufacturer or DME perspective.

• Call center/customer service experience is required.

• This position involves an inbound call queue and call handling responsibilities.

• Knowledge of the managed care industry is preferred.

• Understanding diabetes and experience assisting customers with diabetes is preferred.

• Bilingual abilities are a plus.

• Experience with Salesforce CRM is preferred.

🏝️ Benefits

• Join a highly motivated, performance-driven team as we expand.

• Our culture promotes a healthy work-life balance.

• Opportunity for ongoing process improvement.