Senior Reimbursement & Customer Care Specialist

Insulet Corporation; Australia; On-site; AUD 65,000 - 90,000; Full time

Job summary

Insulet Corporation in Australia is seeking a Senior Customer Care Specialist to deliver excellent service, handle inquiries, order placement, reimbursement and shipping status while coordinating with physicians, insurers and OmniPod customers.

The role emphasizes process improvement, training teammates, and collaboration across Case Management, Sales and Billing to ensure timely, empathetic support and accurate information on Insulet products.

Qualifications

• Associates/Bachelor’s Degree and/or equivalent combination of education and experience.
• 4+ years’ related experience in a professional environment, preferably with extensive phone coverage and medical device/health care exposure.
• Knowledge of health plan insurance; understanding managed care.

Responsibilities

• Process all aspects of the order process by verifying insurance benefits and eligibility; handle reimbursement.
• Serve as department expert on escalation calls, insurance contracts, and product requirements.
• Coordinate shipment and order entry; maintain product knowledge for customer inquiries.
• Explain product operation and use to customers and potential customers.
• Answer phone inquiries and provide empathetic customer support.
• Submit prior authorization requests for Insulet products at claim processing.
• Calculate and document cost share amounts for potential customers.
• Collaborate with Case Management, OmniPod Sales and Billing for order status communication.
• Document interactions in the customer database and ensure HIPAA compliance.
• Provide feedback to support process improvement initiatives.
• Assist training of team members and support ad hoc projects.

Skills

Teamwork

Flexibility

Change Management

Information Gathering

Analytical Thinking

Entrepreneurial

Oral Communication

Written Communication

Thoroughness

Stress Management

Technical Skills

Initiative

Customer Orientation

Interpersonal Awareness

Conceptual Thinking

Self Confidence

Education

Bachelor’s degree or equivalent

Tools

Salesforce CRM

Job description

Insulet Corporation in Australia is seeking a Senior Customer Care Specialist to deliver excellent service, handle inquiries, order placement, reimbursement and shipping status while coordinating with physicians, insurers and OmniPod customers.

The role emphasizes process improvement, training teammates, and collaboration across Case Management, Sales and Billing to ensure timely, empathetic support and accurate information on Insulet products.