Specialist, Customer Service Wound Care

About the role

Wound Care Sr. Rep delivers amazing service to our customers in a fast-paced environment. To be successful, you will need excellent communication skills, have a genuine desire to help others, and have strong computer skills along with experience with wound care supplies and surgical dressings. In this role, you will assess our customers’ various needs to provide expert service and advocate for the best solution. You will be responsible for building strong customer relationships with our customers (doctors, wound care clinics, and patients), placing and following up on wound care supply orders for patients, and being involved in all aspects of our wound care program.

Responsibilities

• Review incoming orders from referral sources, obtain any required missing or incomplete information to complete processing of the wound care supply order.
• Answer incoming telephone calls or any incoming form of communication (text, email, chat) from customers both internal and external; make outbound contact to customers.
• Perform duties including processing orders, answering questions on products and/or services, insurance guidelines and coverage criteria.
• Verify insurance via various means with accuracy, document and relay insurance and benefit information and financial responsibility to customers.
• Submit authorizations and provide timely follow-up based on payer guidelines.
• Provide excellent communication on process and status to the customers with timely follow-up according to our policies and procedures.
• Work closely with our sales teams to promote our products and services to all our healthcare customers and patients and develop strong partnerships with our customers.
• Responsible for learning and understanding the products we provide and their patient benefits and usages as well as insurance guidelines for each product category.

Qualifications

• 2–5 years of experience preferred
• High School Diploma, GED or equivalent work experience, preferred
• Previous wound care experience either clinical or previous DME with demonstrated knowledge of products and insurance guidelines
• Brightree experience
• Wound Module experience is a plus
• Exemplary customer service skills with a customer-centric focus
• Excellent written and oral communication skills
• Highly proficient in computer skills and strong Microsoft knowledge
• Problem-solving and decision-making abilities
• Strong collaboration skills
• Ability to multitask, adapt and handle fast-paced environment
• High level of attention to detail

What is expected of you and others at this level

• Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
• In-depth knowledge in technical or specialty area
• Applies advanced skills to resolve complex problems independently
• May modify process to resolve situations
• Works independently within established procedures; may receive general guidance on new assignments
• May provide general guidance or technical assistance to less experienced team members

Pay

Anticipated hourly range: $20.02 – $25.78

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs