Customer Service Representative III

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the LifeOur Global Diabetes Capability Center in Pune is expanding to serve more people living with diabetes globally. Our state-of-the-art facility is dedicated to transforming diabetes management through innovative solutions and Technologies that reduce the burden of living with diabetes.

Customer Service Representative III enables system processing of patient orders. They are the primary contact for order fulfillment including processing and shipping customer orders, in accordance with customer requests and payor guidelines.

This position is an exciting opportunity to work with Medtronic's Diabetes business. Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic, subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential, enabling us to operate with greater speed and agility. As a separate entity, we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care.

Responsibilities may include the following and other duties may be assigned.

• Accurately completes and obtains all supporting documentation (clinical medical necessity form, letter of medical necessity, authorization, referrals, prescription, pre-determination, etc.) for processing to ensure reimbursement upon shipment

• Ensure all patient documents are on file as dictated by Payor, Medtronic and regulatory requirements to ensure reimbursement

• Adhere and deliver to all quality standards determined by the department

• Adhere and deliver to service levels established by business leaders and owners to ensure a positive customer experience

• Delivers to meet department productivity targets

• Process customer orders to completion in accordance with commitments to the patient

• Identify and respond to customer needs, problems, and initiate actions to ensure customer satisfaction

• Collaborate with internal stakeholders to assist with customer needs while ensuring reimbursement

• Ability and willingness to work flexible hours and varying daytime shifts, including overtime

• Other duties and special projects as assigned.

Required Knowledge and Experience:

• High School Graduate or equivalent GED certificate with 3+ years working experience in a healthcare or hospital setting.

• Experience with medical policy information and utilizing insurance benefit and coverage information to estimate patient responsibility, taking into consideration pre-determination, referral, authorization, and contract terms.

• Experience with government and commercial insurances (i.e. PBM Plans, PPO, HMO, EPO, POS, Medicare, Medicaid, HRA's) and coordination of healthcare benefits, including requirements for referral, authorization, and pre-determination

• Experience with medical billing and collections terminology – NDC, CPT, HCPCS and ICD-10 coding.

• Experience with HIPAA guidelines and healthcare compliance.

• Experience receiving and making outbound calls to patients to explain order status and reimbursement requirements related to health insurance

• Experience using a computer with multiple software programs and proficiency with MS Office Suite (Word, Excel, Outlook).

• Proven track record of effectively communicating (verbal and written) with all levels of customers (both internal and external) to improve customer relationships.

• Speaks clearly, concisely, and use proper grammar.

• Experience multi-tasking in a fast-paced environment and be able to work either independently or in a team orientated environment.

• Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.

• Experience working with government and commercial insurances including HMO, PPO, POS, flex budget, and indemnity plans.

• IDX (GE Centricity Experience) in Billing and Accounts Receivable Module

• Experience maintaining organized files

• Experience presenting information in a clear, concise, and grammatically correct manner both verbally and in writing

• Experience in a payor or medical provider community that deal with all aspects of the revenue cycle

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.  We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. 
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here  
 

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