Insulet Corporation

Reorder Reimbursement Team Lead

US-MA-Billerica | US-MA-Billerica | US-MA-Billerica
1 month ago
Customer Care / Customer Support

Position Summary

The team lead position is responsible for training new hires and any recurring updates as well as process improvements. In addition to providing guidance to the Reimbursement team, the position is responsible for supporting the reimbursement processing and OmniPod Sales functions.  The Team Lead is directly accountable for managing team and individual performance which will include coaching performance to expected and required outcomes as well as actively, monitoring data and documentation quality.


The Team Lead is expected to run productivity metrics to ensure department goals are being met and staffing levels are adequate for the volume of work. This position will be responsible for compiling and summarizing these metrics for the management team on a regular basis.


This position will also provide support to the department supervisor and as such will be the front line of Reimbursement, handling all the day to day processing.




  • Set an exceptional standard for reimbursement processing and customer service interactions by leading through example and ensuring the team performs at the same level.
  • May track all stages of the reimbursement process.
  • Support the day-to-day activities of Reimbursement to ensure the team achievement of set service level metrics, corporate objectives and department goals.
  • Answer incoming calls (customers, payors, providers, sales) regarding orders, product information and insurance inquiries. Handle escalated customer situation as needed.
  • Review all Orders prior to release to ensure accuracy of data and benefits.
  • Partnering with the Reimbursement Supervisor on projects as assigned.
  • Collaborate with other departments (Customer Care, OmniPod Sales, Billing, etc) to develop process improvements to ensure departments are working efficiently.
  • Maintain a positive working environment that is energized and motivating.
  • Performs other duties as assigned.

Education and Experience

 Education and Experience:
  • Associates /Bachelor’s Degree and/or equivalent combination of education and experience.
  • Minimum of 4 years of reimbursement processing experience. 
  • Minimum of 4 years call center/customer service experience in the medical industry is required.
  • Knowledge of managed care industry is required.
  • Knowledge of diabetes and experience supporting patients with diabetes is preferred.
  • Experience supervising a call center team preferred.      


  • Establishing Focus - The ability to develop and communicate goals in support of the business' mission.
  • Providing Motivational Support - The ability to enhance others' commitment to their work and leads by example.
  • Empowering Others - The ability to convey confidence in employees' ability to be successful, especially at challenging new tasks; delegating significant responsibility and authority; allowing employees freedom to decide how they will accomplish their goals and resolve issues.
  • Developing Others - The ability to delegate responsibility and to work with others and coach them to develop their capabilities.
  • Managing Performance - The ability to take responsibility for one's own or one's employees' performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.
  • Attention to Communication - The ability to ensure that information is passed on to others who should be kept informed.
  • Other Highly Developed Skills / Competencies – Oral Communication, Written Communication, Fostering Teamwork, Flexibility, Managing Change, Thoroughness, Stress Management, Technical Expertise, Diagnostic Information Gathering, Analytical Thinking, Initiative, Customer Orientation, Entrepreneurial Orientation, Results Orientation, Building Collaborative Relationships, Forward Thinking, Interpersonal Awareness, Conceptual Thinking and Self Confidence. 

Physical Requirements:

  • Requires sitting and standing associated with a normal office environment.
  • Manual dexterity needed for using a calculator and computer keyboard.
  • Lightweight lifting may be required.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



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