Insulet Corporation

Customer Care Specialist (Monday-Friday 10:30am-7pm)

US-MA-Billerica | US-MA-Billerica
1 week ago
Category
Customer Care / Customer Support

Position Summary

This position is responsible for providing excellent customer service, responding to customer inquiries, including order placement, shipping status, warranty and general concerns. Assists with benefits investigation and answers basic reimbursement related questions. Strong communication between patients, healthcare and insurance providers are critical functions of this position.

Responsibilities

  • Process all aspects of the order process by verifying insurance benefits to determine eligibility and cost share amounts for existing and new customers.
  • Requesting and collecting updated documentation, order entry and coordinating shipment of product to customers.
  • Must maintain a thorough understanding of products offered by Insulet with the ability to explain to potential or existing customers the basic operation and use.
  • Answering phone inquiries and providing support and direction to customers and resolving 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.
  • Responsible for maintaining satisfactory call and order counts as defined by management.
  • Provide frequent feedback and suggestions to support an environment of continuous process improvement.
  • Perform other duties as assigned.

Education and Experience

Education & Experience:

  • Associate or Bachelor’s (preferred) and/or equivalent combination of education and experience.
  • Minimum 1-3 years of reimbursement or healthcare related customer service experience is required.
  • Ideal candidate will have knowledge of medical device reimbursement from a manufacturer or DME perspective.
  • Call center/customer service experience required.
  • Knowledge of managed care industry is preferred.
  • Knowledge of diabetes and experience supporting patients with diabetes is preferred.
  • Bilingual skills a plus.

 Skills/Competencies:

  • Oral Communication - The ability to express oneself clearly in conversations and interactions with others.
  • Written Communication - The ability to express oneself clearly in business writing.
  • Fostering Teamwork - The ability and desire to work cooperatively with others on a team.
  • Thoroughness - Ensuring that one's own and others' work and information are complete and accurate; following up with others to ensure that agreements and commitments have been fulfilled.
  • Ability to maintain composure and function effectively while working in a fast-paced environment.  
  • Ability to multi-task and handle several problems or tasks at once through effective time management and organization skills.  
  • Ability to identify and escalate issues requiring management support.
  • Technical Expertise - Demonstrating depth of knowledge and skill using standard business / office technology and applications.
  • Other Skills / Competencies – Flexibility, Diagnostic Information Gathering, Analytical Thinking, Initiative, Self Confidence and Customer orientation.

 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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