Job description
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!
Job Title: Customer Advocate
Department: Customer Care
Manager/Supervisor: Customer Care Manager
FLSA Status: Non-Exempt
SOP Group: Customer Service Staff
Position Overview:
This position is responsible for providing customer guidance and support to accessing Insulet’s latest technology via the insurance coverage process related to overcoming insurance access limitations. The Customer Advocate is the primary point of contact for customers who are seeking coverage to the newest Omnipod technology and are in need of support in navigating the appeals process through employer and payor related systems. Strong communication between customers, physicians, healthcare and insurance providers are critical functions of this position.
This role is an essential part of the customer care team and will work cross-functionally with other team members and departments such as Market Access, Advocacy and Field Sales and Product Support.
Responsibilities:
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Provide direction to customers on advocacy options and process for coverage/access to Omnipod DASH system and OP5
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Work one-on-one with customers throughout the coverage request and appeals process until final outcome has been made, keeping customer informed with each step, in partnership when appropriate with market access and field sales
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Use dynamic communication skills to identify customers unmet needs and challenges/barriers and utilize objection handling techniques to communicate with the customer
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Act as a product subject matter expert for all Insulet products including Eros, DASH, and OP5 to address customer concerns and questions about the product, diabetes management, etc. as described in the workflows and talking points
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Act as a liaison and facilitate resolution within other area’s of the business including but not limited to: product coverage, supply ordering and billing inquires
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Meet or exceed individual goals of: Call Queue adherence, Quality scores, timeliness of outstanding tasks, customer satisfaction scores and retention rate goal
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Responsible for maintaining satisfactory call quality and outbound call volume and or email quotas defined by management
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Answering phone inquiries, social media inquiries, specialty plan processing, provide support and direction to customers and resolving customer service issues in a timely and empathetic manner
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Process field and inside sales email requests to support customer and HCP requests for all product upgrade inquiries
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Work as part of the larger support team, collaborating with other departments to ensure proactive, superior front-line customer support
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Document all interactions and calls into the customer database, maintain compliance to HIPAA and other regulating bodies as required
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Provide frequent feedback and suggestions to support an environment of continuous process improvement
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Process and review 45 day return/ refund requests from Product Support and work with the field to determine course of action when needed
Education and Experience:
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Associate/Bachelor’s and/or equivalent combination of education and experience.
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3+ years of call center, reimbursement, healthcare related customer service experience and pharmacy technician license/experience is required.
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Ideal candidate will have knowledge of medical device reimbursement from a manufacturer or DME perspective.
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Call center/customer service experience required. This position has a call queue participation requirement.
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Knowledge of managed care or pharmacy industry is preferred.
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Experience with pharmacy and employer level benefits, prior authorization and appeals is preferred.
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Extensive knowledge and experience with supporting customers with diabetes is preferred
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Ability to anticipate customer needs and use best judgment in conversations, while identifying and escalating issues requiring management support
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Excellent oral and written communication skills
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Experience with Salesforce CRM (preferred)
Skills/Competencies:
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Oral Communication - The ability to express oneself clearly in conversations and interactions with others.
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Written Communication - The ability to express oneself clearly in business writing.
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Fostering Teamwork - The ability and desire to work cooperatively with others on a team.
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Thoroughness - Ensuring that 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.
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Stress Management - The ability to function effectively in a fast-paced environment, while under pressure. Maintains self-control in the face of hostility or provocation. Can handle several problems or tasks at once through effective time management and multi-tasking. Ability to identify and escalate issues requiring management support. Ability to maintain flexibility, and able to switch priorities as needed based on business needs.
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Technical Expertise - Demonstrating depth of knowledge and skill using standard business / office technology and applications.
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Other Important Skills / Competencies – Flexibility, Diagnostic Information Gathering, Analytical Thinking, Initiative, Self Confidence and Customer Orientation.
Physical Requirements:
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Requires sitting and standing associated with a normal office environment.
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Manual dexterity needed for using a calculator and computer keyboard.
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Lightweight lifting may be required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote
Additional Information:
The US base salary range for this full-time position is $26.92 - $38.28. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
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