Customer Care Representative III

Job Summary A passionate customer-focused role handling end-to-end order support in a healthcare/medical device environment. Manage inbound queries, verify insurance and benefits, coordinate orders and shipments, and ensure accurate documentation for reimbursement. Requires strong call centre experience, excellent communication, and the ability to navigate insurance, pharmacy, and healthcare processes. Position Overview Responsible for providing excellent customer service, responding to customer inquiries, providing customers with coverage options, reimbursement processing, order placement, shipping status, warranty and general concerns. Assist with benefits investigation and answer reimbursement-related questions. Strong communication between customers, physicians, healthcare and insurance providers is critical. Independently follow standard workflows. Responsibilities Process all aspects of the order process by verifying insurance benefits/coverage to determine eligibility and calculate cost share amounts. Request and collect updated documentation, prior authorizations, order entry, and coordinate shipment of product to customers. Maintain thorough understanding of products offered and explain operation and use to customers. Understand channeling and processing requirements, based on medical policy and payer guidelines. Answer phone inquiries, provide support, resolve issues in a timely and empathetic manner. Collaborate 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 regulatory bodies. Maintain satisfactory call and order counts as defined by management. Provide frequent feedback and suggestions for 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 communicate order status. Assist customers with Omnipod orders via pharmacy or with Insulet directly, communicating what is needed to fill a pharmacy order by managing retail, PBM, obtaining or verifying RX validity. 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 and pharmacy technician license/experience required. Knowledge of medical device reimbursement from a manufacturer or DME perspective is ideal. 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). Skills and Competencies Oral Communication – express clearly in conversations and interactions with others. Written Communication – express clearly in business writing. Teamwork – work cooperatively with others on a team. Thoroughness – ensure work and information are complete and accurate; follow up with others. Stress Management – function effectively in a fast‑paced environment, under pressure, and handle several tasks at once. Escalation – identify and escalation issues requiring management support. Flexibility – maintain flexibility and switch priorities as needed based on business needs. Technical Expertise – depth of knowledge and skill using standard business / office technology and applications. Other – diagnostic information gathering, analytical thinking, initiative, self‑confidence, 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 essential functions. Equal Opportunity Employer Insulet Corporation is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. (Know Your Rights) #J-18808-Ljbffr Insulet Corporation