Healthcare Customer Service Specialist

Healthcare Customer Service Specialist (Associate Customer Order Insurance Specialist)

Position Spotlight!

• Applicants must reside in Denver Metro Area to be considered
• Phone-based role answering inbound calls from recipients
• Hours of operation are 6:00am – 6:00pm Monday through Friday, with occasional Saturday availability as needed
• Offers in-person training period
• Opportunity for a hybrid work environment once training is completed and approved by manager

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 an Associate Customer Order Insurance Specialist in our Americas head office based in Lone Tree, CO.

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.

Key Responsibilities

• Assist customers in determining insurance eligibility and coverage based on unique plans
• Anticipate customer's product and service needs, assist in navigating insurance process, place orders, and collect/process 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

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.

Following the in-person training period, this role offers a hybrid work environment. In order to effectively service our customers remotely, Cochlear requires remote workers to have fast internet connection speeds. A connection speed of 50-100 Mbps is ideal.

Salary and Benefits

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

• Salary range: $20.83/hr - $21.38/hr, as well as annual bonus opportunity of 5% base salary. Compensation offered to candidate may vary based on work experience, education and/or skill level.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

COVID-19

In alignment with our organizational principle of providing a safe work environment, employees of Cochlear are required to be fully vaccinated against COVID-19. The only allowable exceptions include qualifying medical and religious accommodation. Proof of your COVID-19 vaccination will be required when you begin employment.

Who are we?

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,…