Reimbursement Specialist

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.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it

Position Overview: Insulet is a global, innovative health care brand experiencing fast, global growth, expanding into Asia Pacific looking to disrupt the Insulin delivery Industry. The purpose of this business-critical role is to be the face of Insulet Australia's customer experience in relation to private health insurance funding and that our customers' experience is both positive and seamless. The Customer Operations Reimbursement Specialist is responsible for corresponding to customer inquiries, managing additional supply orders and payment processing, and pod usage analysis. Success in this role will be accomplished through ability to quickly establish a rapport with new customers, be highly organized with a keen attention to detail, communicate effectively, learn quickly, problem solve, manage disputes efficiently and effectively, and provide outstanding customer service. The Customer Operations Reimbursement Specialist role reports directly to the Customer Operations Supervisor and works closely and collaboratively with the Field Sales Team and Customer Care Team.

Responsibilities:

• Manage/coordinate all aspects of customer's additional supply orders, and payments.

• Update Customers Fundings in Salesforce to support additional supply orders, and ongoing private health insurance access.

• Collaborate with all relevant commercial teams (e.g. Inside Sales, Customer Care, Finance etc) to ensure smooth and efficient processing, management and documentation of customer's order, and on-going supply for the term of their private health insurance funding.

• Keep an up-to-date analysis of pod consumption from the NDSS report and based on this data run the analytics to target the customers that need to be proactively called to manage their supply allowance during their private health insurance period.

• Assist the team in making sure private health fund claims are lodged for payment in a timely manner.

• Maintain a thorough understanding of all products offered by Insulet Australia with the ability to explain to existing customers each product's basic operation and use.

• Answer phone inquiries, providing support and direction to customers, and resolving customer service issues in a timely and empathetic manner.

• Document all interactions and calls into the customer database and maintain compliance to regulating bodies as required.

• Work as part of the larger support team, collaborating with other departments to ensure proactive, superior administrative support.

• Provide frequent feedback and suggestions to support an environment of continuous process improvement.

• Perform other duties as assigned.

Education and Experience:

• Knowledge of medical device reimbursement from manufacturer or DME perspective (preferred)

• Reimbursement or healthcare-related customer service experience (preferred)

• Knowledge of diabetes and experience supporting patients with diabetes (preferred)

• Salesforce CRM System experience (preferred)

Skills/Competencies:

• Customer Relationships: Ability to quickly build rapport and establish trust with customers by effective listening and gaining customer experience insights by asking appropriate questions.

• Oral Communication: Ability to express oneself clearly in conversations and interactions.

• Written Communication: Ability to express oneself clearly in business writing.

• Fostering Teamwork: Ability and desire to work collaboratively with others on a team.

• Attention to Detail: Ability to ensure 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: Ability to function effectively in a fast-paced environment. Can handle several problems or tasks at once through effective time management and multi-tasking. Ability to maintain flexibility, and able to switch priorities as needed based on business needs.

• Dispute Management: Ability to calmly and efficiently diffuse and resolve customer complaints/issues. Maintains self-control in the face of customer frustration and hostility. Ability to identify and escalate issues requiring management support.

• Technical Expertise: Demonstration of depth of knowledge and skill using standard business / office technology and applications.

• Other Important Skills / Competencies – Flexibility, Organisation, Problem Solving, Analytical Thinking, Initiative, Self Confidence and Customer Orientation