Customer Care Representative III
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Job Description
Customer Care Representative assisting in healthcare order support and customer inquiries through inbound queries and documentation management. Collaborating with teams to maintain customer satisfaction and support healthcare processes.
Responsibilities:
- Manage inbound queries, verify insurance and benefits, coordinate orders and shipments, and ensure accurate documentation for reimbursement.
- Assist with benefits investigation and answer a variety of reimbursement related questions.
- Process all aspects of the order process by verifying insurance benefits/coverage to determine eligibility and calculate cost share amounts for existing and new customers.
- Request and collect updated documentation, prior authorizations, order entry and coordinating shipment of product to customers.
- Understand Insulet channeling and processing requirements for all covered products, based on medical policy and payer guidelines.
- Provide support and direction to customers and resolve customer service issues in a timely and empathetic manner.
- 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.
- Calculate and document cost share amounts for potential customers.
- Collaborate with other commercial teams such as Case Management, OmniPod Sales and Billing to ensure proactive communication of potential customer’s order status.
Requirements:
- Associates degree or equivalent combination of education and experience preferred.
- Relevant experience in call center, reimbursement, healthcare related customer service experience and pharmacy technician license/experience preferred.
- Ideal candidate will have knowledge of medical device reimbursement from a manufacturer or DME perspective.
- Call center/customer service experience required.
- This position has an inbound call queue/call handling requirement.
- Knowledge of managed care industry is preferred.
- Knowledge of diabetes and experience supporting customers with diabetes is preferred.
- Bilingual skills a plus.
- Experience with Salesforce CRM preferred.
Benefits:
- Highly motivated, performance-driven individuals to be a part of our expanding team.
- Culture supports a healthy work and life balance.
- Opportunity for continuous process improvement.
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