CTC Case & Process Specialist GSA (m,w,d)

Responsibilities

• The Specialist is not only responsible for ensuring a high knowledge of all interactions, CTC processes, and single cases, but will also ensure that coverage, prior authorization and documentation is correctly obtained to allow Insulet to successfully collect revenue.
• Definition of cases (Except & Key Cases):
• Complaints, Resubmission Cases, processes, complex single inquiries all over the whole CTC flow. Understanding of high complex reimbursement process with single Hick ups, IT bug and cases
• Manage and support customers through trial periods and transition to standard supply.
• Ongoing coordination and collaboration with Market Access on standardizing solutions and processes
• Actively participate and act as subject manager expert in projects and contribute your experience to process improvements to create a solution that represents the view of the back office.
• Analyzing the reasons for rejections and making suggestions to improve the approval rate (in close collaboration with market access). Guide and advise customers through the application process, rejection and appeal procedures.
• Use the Key CTC Knowledge, Sales Force and SAP Knowledge to Onboard and train new employees and act as an overall trainer and moderator for regular trainings, upskilling and measure trainings levels whilst providing guidance to improve skill levels.
• Be part of the GSA CTC workforce management as well support developing KPI structures and reporting requirements. Support the operational Post Entry and Master Data Management Process.
• Required Leadership/Interpersonal Skills & Behaviors
• Collaborative Relationships - Ability to work cross functionally across sales, commercial, market access and marketing teams.
• Proactive collaboration with all CTC and Customer Care Teams (national and international teams) to support the order management processes.
• Analytical Thinking - Positive and creative approach to problem solving
• Show proactive self-confidence and calmness in critical and particularly challenging tasks and situations.
• Provide Support and Guidance - to new staff members or developing and upskilling existing team members in new processes
• Required Skills and Competencies
• Self-sufficient - Flexible, and motivated team player capable of multi-tasking and managing workload priorities.
• Establishing Focus - Outstanding attention to detail and ability to organize, prioritize and organize tasks.
• Attention to Communication - Effective verbal and written communication skills.
• Results Orientated - Results driven and able to understand multiple complex processes.
• Understanding of Regulatory and Quality impacts to process
• Technical Expertise - Excel in generating and maintaining organized and accurate records.
• Languages: German essential - English min. B/C Level
• Education and Experience
• Degree OR relevant experience
• Relevant customer service/order management experience (MedTech preferred not essential)
• Ability to manage own workload efficiently and prioritize effectively
• Excel, Microsoft Word & Power Point skills required
• CRM and ERP experience - Sales Force and SAP would be an asset
• Additional Information
• The position will be remote
• Travelling approx.. 10%-15%
• #LI-Remote #LI-KJ1
• Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and

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