Apply on Employer Site

MED-EL · 4 months ago

Customer Account Service Specialist III

Durham, NC

Full-time

Hybrid

Entry, Mid Level

2+ years exp

MED-EL Corporation is a global leader in hearing implant technology and research, based in Durham, North Carolina. The Customer Account Services (CAS) Specialist III role involves handling all insurance and self-pay customer needs, ensuring high customer satisfaction while collaborating with the Insurance Support Services team.

Health CareManufacturingMedicalMedical Device

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

Qualification

Customer Account ManagementInsurance Process KnowledgeDatabase SkillsMicrosoft Office ProficiencyRevenue Cycle ManagementPeople SkillsTrainingCompetency CompletionPerform Under PressureMentorship Skills

Required

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.)