Customer Service Rep I -Order Processing in Medtronic at San Antonio, TX, US

Job description

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

Diabetes Business Description

The Diabetes Group at Medtronic is part of Medtronic plc, the global leader in medical technology. We are committed to ongoing breakthrough developments in leading-edge technology, unrivaled service and support, and uncompromising leadership. Medtronic is working with the global community to change the way people manage diabetes. Together, we will transform diabetes care by expanding access, integrating care and improving outcomes, so people with diabetes can enjoy greater freedom and better health.

Position Description

Position will be responsible for the intake of Medtronic Diabetes commercial supply reorders for the company's existing products, new products and related accessories, to include upselling of products to maximize insurance benefits. This position will serve as the primary contact for order fulfillment including processing and shipping customer orders. Supply Management Consultants are also responsible for providing highly professional, courteous, and caring customer service. This role is also expected to collaborate with members of other departments and representative of healthcare plans/health care professionals to fully address customer needs.

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Position Responsibilities

• Process customer supply re-orders accurately and efficiently by following departmental procedures.
• Ensure all patient documents are on record as dictated by Medtronic and regulatory requirements.
• Communicate daily with patients, physicians and insurance companies via telephone and online resources in order to expedite orders and enhance customer experience.
• Encourage customer compliance with optimal utilization of Medtronic Diabetes products.
• Respond to customer inquiries regarding Medtronic Diabetes products and related health insurance coverage questions.
• Concisely and accurately document customer requests and interactions.
• Identify and respond to customer needs, problems, and initiate actions to ensure customer satisfaction.
• Request necessary documentation from an insurance carrier as applicable to customer orders.
• Continuously comply with Medtronic’s core values and guiding principles.
• Responsible for assisting with the inbound call queue as required by business needs.
• Perform additional duties as assigned by management.

Basic Qualifications

• High School Graduate or GED certificate.
• Minimum one (1) year of inside sales and/or customer service experience, or one (1) year of experience with medical billing and/or verifying medical insurance in the medical field

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DESIRED/PREFERRED QUALIFICATIONS (optional)

• Basic working knowledge of various health insurance plans offered by both government and commercial insurances (PPO, HMO, EPO, Medicare, Medicaid, HRAs, etc.).
• Previous experience receiving calls and making outbound calls to customers to explain Insurance Benefits related to health insurance as well as to resolve issue and answer questions according to department protocols and requirements.
• Ability to document calls by typing on a keyboard while speaking to a customer on the phone.
• Previous experience working in the medical device field.
• Demonstrated proficiency with processing orders for Durable Medical Equipment and/or Pharmacy Benefits.
• Knowledge of Diabetes and Insulin Pump Therapy and related products.
• Ability and willingness to work flexible hours and varying daytime shifts, including overtime.
• Ability to be flexible and open to change in variety in work activities.
• Experience using a computer with multiple software programs and proficiency with MS Office Suite (Word, Excel, Outlook)

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Physical Job Requirements

• The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer for extended periods of time, and communicate with peers and co-workers.
• Extended periods of time doing computer based work.

Eeo Statement

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.