Insulet Corporation

  • Customer Care Team Lead

    Job Locations US-MA-Acton | US-MA-Acton
    Posted Date 3 weeks ago(2/5/2019 8:43 AM)
    Category
    Customer Care / Customer Support
  • Position Summary

    As part of the Customer Care Team, the individual will be responsible for the intake of Insulet supply reorders. Specifically, the position is required to answer inbound telephone calls from customers to completely and accurately enter in orders for products, as well as address customer questions. In this position, the employee will serve as the primary contact for order fulfillment, processing and shipping customer orders. Customer Care Specialists are responsible for providing highly professional, courteous, and empathetic customer service. They are also expected to collaborate with members of other departments, as required to fully address customer needs.

    Responsibilities

    • Respond to inbound calls and customer inquiries regarding Insulet products and reimbursement. Follow-up via telephone and email with customers to ensure questions are answered and orders placed timely.
    • Request and collect updated documentation required by the customer’s payer, complete order entry and coordination of product shipment to customers.
    • Answering phone inquiries and providing support and direction to customers and resolving customer service issues in a timely and empathetic manner.
    • Ensure all patient documents are on file as required to assure regulatory requirements and payer requirements are met.
    • Accurately and concisely document all customer interactions and calls into the customer database and maintain compliance to HIPAA and other regulating bodies as required.
    • Collaborate with internal and external entities to assist our customers in obtaining products.
    • Meet or exceed performance indicators, as defined by management.
    • Continuously increase knowledge of diabetes products through ongoing study of materials and participation in training programs.
    • Encourage customer compliance with product utilization.
    • Quality monitor and score recorded calls to achieve monthly KPI goal set for staff.
    • Assist with new hire onboarding training and evaluate to ensure training is completed and effective.
    • Ability to provide coaching to direct reports.
    • Provide frequent feedback and suggestions to support an environment of continuous process improvement.
    • Performs other duties as assigned.

    Education and Experience

    Education and Experience:

    • Ideal candidate will have knowledge of Diabetes medical device reimbursement from a manufacturer or DME perspective.
    • Associates/Bachelor’s Degree and/or equivalent combination of education and experience.
    • Minimum 1-2 years of Team Lead/Supervisory experience in healthcare related customer service experience is required.
    • Call center/customer service experience required.
    • Ability to handle escalated calls and ensure customer satisfaction.
    • Ability to develop, access and implement KPI’s and performance metrics.
    • Bilingual skills a plus.
    • Ability to speak clearly, concisely, and use proper grammar.
    • Ability to multi-task in a fast paced environment and be able to work either independently or in a team orientated environment.
    • Ability to accurately document calls by typing on a keyboard while speaking to a customer on the phone.
    • Ability to take responsibility, achieve deadlines and is accountable to own actions.
    • Proven experience using a computer and, multiple software programs, and the ability to navigate through multiple screens and programs at the same time. Must be proficient with Excel, Word, PowerPoint and Outlook.        

     

    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.
    • Stress Management - The ability to function effectively in a fast-paced environment, while under pressure. Can handle several problems or tasks at once through effective time management and multi-tasking. 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 Important 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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