CTC Case & Process Specialist GSA

Proclinical Staffing; Remote; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

A leading life sciences recruitment agency is seeking a Case & Process Specialist to support OTC reimbursement processes within the GSA markets. This remote position requires strong collaboration skills, proficiency in CRM systems like Salesforce and SAP, and fluency in German. Responsibilities include managing inquiries, supporting training, and ensuring smooth operations. Occasional travel may be required. An ideal candidate will have a relevant degree and strong organizational skills.

Qualifikationen

• Strong collaboration skills to work cross-functionally with various teams.
• Ability to remain calm in critical situations.
• Experience with CRM and ERP systems.

Aufgaben

• Provide customer support for OTC reimbursement process.
• Act as a key point of contact for complex cases.
• Handle complex inquiries and optimize processes.

Kenntnisse

Collaboration skills

Analytical thinking

Effective communication skills

Organizational skills

Proficiency in Excel, Word, and PowerPoint

Fluency in German

English proficiency (B-C level)

Ausbildung

Relevant degree or equivalent experience in customer service or order management

Tools

Salesforce

SAP

Jobbeschreibung

Drive excellence in Operations-join our client's team as a Case & Process Specialist supporting GSA markets and ensure seamless OTC reimbursement processes.

Proclinical is seeking a CTC & Process Specialist to join a dynamic team supporting the Germany, Switzerland, and Austria markets. In this role, you will focus on providing exceptional customer support and managing processes related to the end-to-end OTC reimbursement system. This position requires strong communication skills and collaboration with various teams to ensure smooth operations and successful revenue collection.

Responsibilities

• Provide excellent customer support for case and process management within the OTC reimbursement process.
• Act as a key point of contact for complex cases, ensuring proper documentation and coverage for revenue collection.
• Support UAT testing teams by creating, documenting, and monitoring test scenarios for system enhancements.
• Serve as a Salesforce Lightning and SAP Key User, managing related interfaces and systems.
• Develop and maintain case management processes, including resubmission management systems and reporting tools.
• Handle complex inquiries, disputes, and complaints, finding effective solutions and optimizing processes.
• Collaborate with internal teams, prescribers, and customers to resolve challenging cases and standardize solutions.
• Guide customers through trial periods, application processes, and appeal procedures.
• Analyze rejection reasons and work with Market Access to improve approval rates.
• Onboard and train new employees, while providing ongoing training and upskilling for existing team members.
• Contribute to workforce management, KPI development, and reporting requirements.

Key Skills and Requirements

• Strong collaboration skills to work cross-functionally with sales, market access, and marketing teams.
• Analytical thinking and a proactive approach to problem-solving.
• Ability to remain calm and confident in critical situations.
• Self-sufficient, flexible, and motivated team player with excellent organizational skills.
• Effective verbal and written communication skills.
• Results-oriented with the ability to manage multiple complex processes.
• Understanding of regulatory and quality impacts on processes.
• Proficiency in maintaining accurate records and using tools like Excel, Microsoft Word, and PowerPoint.
• Fluency in German is essential; English proficiency at B-C level is required.
• Experience with CRM and ERP systems, particularly Salesforce and SAP, is an advantage.
• Relevant degree or equivalent experience in customer service or order management, preferably in MedTech.

Additional Information

• This is a remote position based in Germany.
• Occasional travel (approximately 10-15%) may be required.

If you are having difficulty in applying or if you have any questions, please contact Tamara Lévai at [e-mail].

Apply Now

If you are interested in applying to this exciting opportunity, then please click 'Apply' or to speak to one of our specialists please request a call back at the top of this page.

Proclinical is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Proclinical is acting as an Employment Agency in relation to this vacancy.

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