Senior Customer Care Specialist - Reimbursement & Insurance

Insulet Corporation; Región Centro; On-site; MXN 240,000 - 320,000; Full time

Job summary

Insulet Corporation is seeking a Customer Care Specialist to deliver excellent customer service, handle inquiries, and assist with coverage options and reimbursement processing. The role emphasizes intake of documentation, prior authorizations, and order coordination to ensure revenue collection while maintaining HIPAA compliance.

The position requires call center experience, knowledge of medical device reimbursement, and collaboration across departments to support customers with insulin pump

Qualifications

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

Responsibilities

• 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 Insulet products and explain basic operation and use to customers.
• Understand Insulet channeling and processing requirements for all covered products per medical policy and payer guidelines.
• Answering phone inquiries and providing support and direction to customers and resolving issues promptly.
• Collaborate with other departments to ensure proactive front-line customer support.
• Document interactions and calls in the customer database while maintaining HIPAA compliance.
• Maintain satisfactory call and order counts as defined by management.
• Provide feedback to support process improvements.
• Calculate and document cost share amounts for potential customers.
• Coordinate with Case Management, OmniPod Sales and Billing for proactive communication of order status.
• Assist customers with Omnipod orders via pharmacy and/or Insulet, managing RX validity.

Skills

Customer service

Call center

Reimbursement

Pharmacy coverage

HIPAA compliance

Communication

Salesforce CRM

Teamwork

Time management

Education

Associates degree or equivalent

Bachelor’s degree preferred

Tools

Salesforce CRM

Job description

Insulet Corporation is seeking a Customer Care Specialist to deliver excellent customer service, handle inquiries, and assist with coverage options and reimbursement processing. The role emphasizes intake of documentation, prior authorizations, and order coordination to ensure revenue collection while maintaining HIPAA compliance.

The position requires call center experience, knowledge of medical device reimbursement, and collaboration across departments to support customers with insulin pump