Customer Care Representative III

Diabetes Youth Families

Customer Care Representative providing excellent service and support for Insulet products. Collaborating with teams and resolving customer inquiries while enhancing department efficiency.

Posted 4/14/2026full-timeRemote • 🇩🇪 GermanyMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Process all aspects of the order process by verifying insurance benefits to determine eligibility and cost share amounts , reimbursement by contacting payors, verifying insurance benefits and adhering to medical guidelines for reimbursement.
Serving as a department expert on escalation calls/tasks, Insulet insurance contracts, channeling and processing requirements for all covered products.
Requesting and collecting updated documentation, order entry and coordinating shipment of product to customers.
Must maintain a thorough understanding of products offered by Insulet with the ability to explain to potential or existing customers the basic operation and use.
Answering phone inquiries and providing support and direction to customers and resolving customer service issues in a timely and empathetic manner.
Submission of all prior authorization requests for approval and payment of Insulet products at time of claim processing.
Calculate and document cost share amounts for potential customers.
Collaborate with other commercial teams such as Case Management, OmniPod Sales and Billing, to ensure proactive communication of potential customer’s order status.
Document all interactions and calls into the customer database and maintain compliance to HIPAA and other regulating bodies as required.
Provide frequent feedback and suggestions to support an environment of continuous process improvement.
Using their advanced knowledge and skill set, this position could be called upon to complete a wide range of task within the Reimbursement team.
Performs other duties as assigned.

Requirements

What you’ll need

Associates/Bachelor’s Degree and/or equivalent combination of education and experience preferred not essential
Relevant experience in a professional working environment, preferably with extensive phone coverage and medical device or health care oriented.
Individual health plan insurance knowledge and understanding of the managed care industry is required.
Knowledge of diabetes and experience supporting patients with diabetes is preferred.
Experience with Salesforce CRM (preferred).

Benefits

Comp & perks

Health insurance
401(k)
Paid time off
Flexible working arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

order processinginsurance verificationcost share calculationprior authorizationdocumentation managementcustomer supportprocess improvementmedical guidelines adherencereimbursement knowledgeproduct knowledge

Soft Skills

communicationempathycollaborationproblem-solvingcustomer servicefeedback provisionorganizational skillsattention to detailtimelinessadaptability