Job Title: Customer Operations Associate
Customer Care Specialist – Department: Customer Care, FLSA Status: Non-Exempt.
Job Overview
Insulet, founded in ****, is committed to enabling customers to enjoy simplicity, freedom, and healthier lives through our Omnipod product platform.
We are expanding our contact-center team and are looking for motivated, performance-driven individuals who share our values and exceed customer expectations.
The Customer Care Specialist is responsible for providing excellent customer service, managing coverage and reimbursement inquiries, and ensuring accurate order processing while supporting our revenue collection goals.
Responsibilities
Process all aspects of the order process, 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 coordinate shipment of product to customers.
Maintain a thorough understanding of Insulet products and explain basic operation and use to customers.
Understand Insulet channeling and processing requirements for all covered products, based on medical policy and payer guidelines.
Answer phone inquiries, provide support, and resolve customer service issues in a timely and empathetic manner.
Collaborate with other departments to ensure proactive and superior front-line customer support.
Document all interactions and calls in the customer database and maintain compliance with HIPAA and other regulatory requirements.
Maintain satisfactory call and order counts as defined by management.
Provide frequent feedback and suggestions to support continuous process improvement.
Calculate and document cost-share amounts for potential customers.
Collaborate with commercial teams such as Case Management, OmniPod Sales, and Billing to ensure proactive communication of customer order status.
Assist customers with Omnipod orders via pharmacy or directly through Insulet.
Effectively communicate to customers what is needed to fill a pharmacy order.
Obtain and/or verify prescription validity.
Perform other duties as assigned.
Education and Experience
Associate's degree or equivalent combination of education and experience; Bachelor's preferred.
Minimum 1-3 years of call-center, reimbursement, healthcare-related customer service experience.
Pharmacy technician license/experience required.
Knowledge of medical device reimbursement (manufacturer or DME perspective) preferred.
Call-center/inbound call queue experience required.
Knowledge of managed care industry preferred.
Knowledge of diabetes and experience supporting customers with diabetes preferred.
Bilingual skills a plus.
Experience with Salesforce CRM preferred.
Skills and Competencies
Oral Communication – clear expression in conversations.
Written Communication – clear business writing.
Teamwork – cooperative teamwork skills.
Thoroughness – ensuring work and information are complete and accurate.
Stress Management – functioning effectively under pressure and managing multiple tasks.
Technical Expertise – proficiency with standard office technology and applications.
Flexibility, diagnostic information gathering, analytical thinking, initiative, self-confidence, and customer orientation.
Physical Requirements
Requires sitting and standing in 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 essential functions.
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