Customer Care Representative III

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

📋 Description

• Deliver customer support throughout the order, reimbursement, and insurance verification journey for Omnipod products.

• Address customer inquiries while providing information on coverage options, reimbursement processing, order placement, shipping updates, warranty, and general assistance.

• Support benefits investigations and respond to reimbursement-related queries.

• Process orders by confirming insurance coverage, determining eligibility, and calculating cost-sharing amounts.

• Request and gather updated documentation and prior authorizations.

• Enter orders and coordinate product deliveries to customers.

• Adhere to Insulet's channeling and processing requirements as dictated by medical policy and payer guidelines.

• Assist and guide customers in resolving service issues swiftly and empathetically.

• Collaborate with support teams and other departments to ensure proactive front-line customer service.

• Record customer interactions and calls in the customer database while ensuring regulatory compliance.

• Offer feedback and suggestions for ongoing process enhancements.

• Work alongside Case Management, Omnipod Sales, and Billing to update customer order statuses.

• Aid customers with Omnipod products and validate or verify prescription authenticity.

• Carry out additional tasks as assigned.

⛳️ Requirements

• Experience in a contact center or customer service setting is essential.

• Background in reimbursement, healthcare customer service, or medical devices is preferred.

• Knowledge of durable medical equipment and pharmacy coverage is advantageous.

• Experience in reimbursement, insurance, and healthcare is preferred.

• An associate's degree or a comparable combination of education and experience is preferred.

• A pharmacy technician license or experience is preferred.

• Knowledge of medical device reimbursement from a manufacturer or DME perspective is preferred.

• Fluency in German and English with a minimum C1 level is required.

• Experience with Salesforce CRM is preferred.

• Ability to independently follow standardized workflows.

• Strong oral and written communication abilities.

• Capability to work collaboratively as part of a team.

• Meticulousness and accuracy in work and documentation.

• Ability to thrive in a fast-paced environment under pressure.

• Capacity to identify and escalate issues that require management intervention.

• Flexibility to adjust priorities based on business demands.

• Technical proficiency with standard business, office technology, and applications.

• Skills in diagnostic information gathering and analytical thinking.

• Initiative, self-assurance, and a customer-focused orientation.

• Capability to sit and stand in a typical office environment.

• Manual dexterity for operating a calculator and computer keyboard.

• Light lifting may be necessary.

🏝️ Benefits

• Opportunity for remote work.

• Expected travel to the German office as needed.

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.

• Promotion of a healthy work-life balance.

• A culture that fosters curiosity, innovation, and continuous learning.

• Collaborative and empowered team environment.

• Commitment to equal opportunity employment.