Customer Account Services Specialist III

Job Description

Job Description

Description:

About the Company:

MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners.

Our Mission: Delivering leading-edge technology to restore hearing and empower connection.

About the Role:

The Customer Account Services (CAS) Specialist III role will handle all insurance and self-pay customer needs. They will work in partnership with Insurance Support Services (ISS) to ensure appropriate expectations regarding the insurance process are set. Furthermore, they with regularly communicate with customers to maintain high customer satisfaction.

Primary Responsibilities:

• Accept special projects and assignments as business requires.
• Assist other MED-EL team members in achieving company goals.
• Serve as backup to the Customer Account Services Team for customers including, medical providers (hospitals, implant centers, research centers) and professional (surgeons, audiologists, educators) contacts regarding institutional, troubleshooting, product, and warranty needs.
• Maintains clear and expert knowledge of product, policy (e.g. warranty) and stays Knowledgeable on customer base from providers to patients by engaging w/ CAS-ISS partners.
• Provides mentorship and support to peers and new hires.
• Provide a smooth and efficient front-end/ intake for compliant revenue cycle operation (insurance / self-pay).
• Order entry, obtain and process documentation such as intake forms, AOBs, and insurance cards.
• Accurate updates to demographics and provider information.
• Follow up with patients / providers upon order approval.
• Provide financial consults with estimate of costshare.
• Complete and release orders.
• Set up costshare-based payment plans.
• Optimize efficiency of sales through the patient purchases channel while delivering on a world-class customer experience.

Position Qualifications:

• Handle assigned responsibilities with minimal supervision.
• Complete assigned tasks in a timely manner and assist others when assigned work is complete.
• Excellent database skills with proficiency in Microsoft Office and advanced skills in various systems used by customer care personnel.
• Excellent people skills and the ability to deal with challenging and stressful situations.
• Learn and carry out MED-EL Quality System requirements, detailed operational procedures, and various regulatory requirements relevant for medical device companies, Medicare and Medicaid Providers.
• Perform under pressure, including time- pressure/deadlines, quality audits and various regulatory (FDA, HIPAA, Medicare, OIG, OCI) inspections, etc.
• High School graduate or equivalent
• Minimum 2 years MED-EL Customer Account experience required.
• Complete revenue cycle pre-requisite trainings & competencies or, if coming from Revenue Cycle Management (RCM) or Insurance Support Services (ISS), must complete in-depth product and policy training.
• Complete advanced training in systems/processes (e.g.Five9, CRM, call center operations, customer experience, etc.).
• Work materials (including computer) will be provided for business use.
• Customer Account Service Specialist III is eligible for hybrid work schedule will be provided necessary equipment (e.g. docking station, monitor, etc.) to adequately work from home.

What We Offer:

We know that benefits are important to you, and we offer a robust benefits package including:

• Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service.
• 401k Match
• Health Savings Account
• Short term and long-term disability paid by the company.
• Company paid life insurance with an option to purchase additional coverage.
• FSA Dependent Care
• Pet Insurance
• Critical Illness
• Accident Insurance
• PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays.
• Employee Assistance Program