Customer Operations Associate

Job Summary

• →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. 
• →Requesting and collecting updated documentation, prior authorizations, 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.
• →Understand Insulet channeling and processing requirements for all covered products, which is based on medical policy and payer guidelines.
• →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.
• →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.
• →Assisting customers with the ominipod orders via pharmacy and or with Insulet directly
• →Effectively communicate to customers what is needed to fill a pharmacy order by managing retail, PBM (Pharmacy Benefit Manager)
• →Obtaining and or verifying RX validity
• →Perform other duties as assigned

• Associates degree or equivalent combination of education and experience. Bachelors preferred.

• Minimum 1-3 years of call center, reimbursement, healthcare related customer service experience and pharmacy technician license/experience is required.
• 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)

• 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. Maintains self-control in the face of hostility or provocation. Can handle several problems or tasks at once through effective time management and multi-tasking. Ability to identify and escalate issues requiring management support. Ability to maintain flexibility, and able to switch priorities as needed based on business needs.
• 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.

• 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.

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.