Prior Authorization Supervisor – ENT

Jobtailor; Deutschland; Vor Ort; EUR 65.000 - 90.000; Vollzeit

Zusammenfassung

Medtronic seeks a senior customer service supervisor to lead a team serving external and internal customers, including escalation handling and program training. The role involves hiring, coaching, and ensuring adherence to corporate policies within a fast-paced healthcare environment.

Candidates should have a background in customer service supervision, preferably in medical devices or life sciences, with familiarity with US payer policies and Medicare regulations.

Qualifikationen

• Minimum 5 years of experience in customer service supervisory roles or equivalent.
• Experience in medical devices, medtech, healthcare, or life sciences.
• Experience with US Medicare payment regulations and payer policies is preferred.

Aufgaben

• Represent the company to customers, answer product questions, and connect customers to support staff.
• Lead, hire, and train a team of specialists and oversee remote staff.
• Conduct performance reviews and provide feedback to direct reports.

Kenntnisse

Team leadership

Customer service

Healthcare industry

Policy compliance

Training development

Ausbildung

High school diploma

Associate's degree

Bachelor's degree

Jobbeschreibung

Responsibilities

• Represents the company to external and internal customers, answers product-related questions, and may connect customers to appropriate support or field staff.
• Manages a team of prior authorization specialists and is responsible for the hiring and training of staff.
• Leads, directs, and monitors the work of a remote team that is accustomed to independent work.
• Conduct regular performance reviews and provide direct reports' feedback.
• Develop training and education materials for internal stakeholders.
• Authorizes hiring, firing, promotion, and reward within own area.
• Ensure program and personal compliance with Medtronic Corporate Operating Policies and Code of Conduct, policies for data management, requirements for customer communication, collateral materials, and protected patient information.
• Ensure availability to staff to provide support in resolving escalated healthcare provider and patient complaints.
• Work with leadership to identify, track, and trend customer complaints and insurance issues, and identify proactive steps to prevent future issues.
• Answer day-to-day work-related questions related to policies and procedures, systems and processes, assisting team members in problem-solving.
• Provide back‑up support to other teams as requested.
• Identify ways and initiate processes that work towards improving service levels to both internal and external customers.
• Assist with the development and approval of Standard Operating Procedures, Work Instructions, supporting and collateral materials, and monitor for adherence.
• Perform in a fast‑paced environment with frequent interruptions and/or distractions.
• Onboard new HCP accounts, providing a warm welcome to the Medtronic PAS Program.
• Recognize team and individual contributions to patients and the program.
• May work other duties as assigned.

Requirements

• Requires a high school diploma (or equivalent) with 5 years of experience, or an Associate's degree with 3 years of experience, or a Baccalaureate degree and a minimum of 1 year of Customer Service Supervisory experience, or 3 years of Customer Service experience.
• Experience: relevant customer service, patient access, or related experience in medical devices, medtech, healthcare, or life sciences.
• Nice To Have: Master’s Degree
• Experience working in or adjacent to the managed care and health insurance industry, especially in prior authorization services.
• Customer-facing experience in either a call center or sales role.
• Experience working with procedural and device coding and payment systems in the US market.
• Experience reviewing commercial coverage policies and Medicare payment regulations.

Core Competencies

Demonstrates expertise in managing customer service teams, ensuring compliance with corporate policies, and developing training materials. Proficient in addressing customer complaints and improving service levels within the healthcare and medical device sectors.