Job Description

HEALTHCARE CUSTOMER SERVICE SPECIALIST (Associate Customer Order Insurance Specialist)

Change people’s lives and love what you do! COCHLEAR is the most recognized brand in hearing health care.

ABOUT THE ROLE

In order to help Cochlear make a difference in people’s lives and support our customers, we are recruiting for a Remote: Associate Customer Order Insurance Specialist in the following states: Arizona, Florida, Georgia, and Texas.

IN ALIGNMENT WITH OUR ORGANIZATIONAL PRINCIPLE OF PROVIDING A SAFE WORK ENVIRONMENT, AND IN ORDER TO COMPLY WITH NEW REQUIREMENTS FOR CONTRACTORS OF THE FEDERAL GOVERNMENT, ALL US-BASED EMPLOYEES OF COCHLEAR AMERICAS ARE REQUIRED TO BE FULLY VACCINATED AGAINST COVID-19. THE ONLY ALLOWABLE EXCEPTIONS INCLUDE QUALIFYING MEDICAL AND RELIGIOUS ACCOMMODATIONS.

To be successful in this role you will be able to provide a world class customer experience to recipients, patients, clinicians, consumers, caregivers and/or family members of recipients. This role requires an appropriate sense of urgency in answering their questions and resolving any service issues. The Associate Customer Order Insurance Specialist will provide responsive and complete service to Cochlear’s customers through inbound and outbound call interactions. You will demonstrate a high degree of integrity, empathy, sensitivity and patience for the hearing impaired along with respect for member’s privacy in responding to customer inquiries. You will anticipate customer’s product and service needs, assist them in navigating the insurance process, place orders and collect/process payment on entered orders. The Associate Customer Order Insurance Specialist interfaces cross-functionally with internal partners through Cochlear systems to provide status updates when appropriate.

KEY RESPONSIBILITIES

• Assist customers in determining insurance eligibility and coverage based on unique plans
• Anticipating customer's product and service needs, assisting in navigating insurance process, placing orders, and collecting/processing payment on entered orders
• Possess in depth knowledge of insurance process, including deductibles, coinsurance, out‐of‐pocket max, one‐time agreements, and in‐network vs out of network coverage
• Work cross‐functionally with key internal partners including Supply Chain, Reimbursement Operations, and Billing & Collections
• Utilize multiple programs and systems across dual monitors while answering questions over the phone
• Provide world class customer experience

KEY REQUIREMENTS

To add value to Cochlear in this role you'll be able to demonstrate the following skills and experience in your application and at interview:

• Bachelor's Degree or Equivalent Work Experience
• 1-2 years prior customer service experience
• Positive phone demeanor and proven ability to interact effectively with customers, colleagues, and the hearing impaired with a variety of communication styles
• Interact effectively with customers and colleagues and defuse and resolve difficult customer service issues in a timely, effective manner.

PHYSICAL & MENTAL DEMANDS

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to be in a stationary (seated/standing) position and utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. __

MENTAL DEMANDS:

While performing the duties of this job, the employee is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures and processes to customers (whether internal or external).

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

WORK ENVIRONMENT:

This role offers a remote work-from-home environment.

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits:

Target Salary Rate for this position: ($20.83/hr - $21.38/hr) as well as an annual bonus opportunity of 5% of base salary.

The overall benefit program includes medical, dental, vision, life and disability, pet insurance, Employee Stock Purchase Plan, 401K Matching, PTO (vacation, holidays, floating holidays, sick and volunteer time off), tuition reimbursement, maternity and paternity leave, and wellness programs.

MORE ABOUT COCHLEAR

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives and working in an organization where they can be part of bringing the mission to life each day.

Visit our careers site at www.cochlear.us/careers to learn more about current openings! APPLY NOW by completing your application form online. Applicants must meet the job specific application criteria to be considered.

Cochlear Americas is an Equal Opportunity, Affirmative Action Employer and provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state or local law_._ In addition, Cochlear will provide reasonable accommodations for qualified individuals with disabilities. If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.

Company Description

Cochlear pioneered and is the global leader in the research and development, manufacture and marketing of implantable hearing solutions. Cochlear’s global headquarters is located in Sydney, Australia where we design and manufacture the leading cochlear implant devices in the world. A success story in the commercialization of R&D, Cochlear has more than 60% share of the global market, employs more than 3,800 people worldwide, operates directly in over 20 countries and sells in over 100 countries. We have provided more than 585,000 implantable devices, helping people of all ages to hear and connect with life’s opportunities.