Customer Care Representative

2 months ago

Pensacola, United States Dentsply Sirona Full time
Requistion ID: 78351

Wellspect Healthcare is a leading global provider of innovative medical devices that help people suffering from urinary retention or chronic constipation. More than 1 000 employees around the world are dedicated to making a difference to people who need our products and services. Wellspect is one of the worlds' leading manufacturers of intermittent urinary catheters, with LoFric® as the most known brand. As a help to those with chronic or severe constipation Wellspect has developed what likely is the world's most advanced irrigation system, Navina™, combining a high degree of user convenience, clinical effectiveness and connectivity into one smart system. Wellspect strives to become climate neutral and leave the smallest possible environmental footprint. The company, with headquarters in Mlndal, Sweden, is present in more than 30 countries, and part of Dentsply Sirona, the worlds' largest manufacturer of professional dental technologies. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.wellspect.com and www.dentsplysirona.com for more information.

Job Summary:

Under general supervision, the Customer Care Specialist is responsible for processing orders via phone or by way of written requests (e.g., mail, email, fax, or EDI), as well as handling and resolving customer complaints, and servicing requests or inquiries in a professional and expedient manner. Incumbent performs related work and other duties as required.

The position will adhere with all stated company polices, rules and procedures relating but not limited to Quality, Safety, Health, and Environment (SHE) which the role has responsibility.

Key Responsibilities:
  • Receives, researches, and answers customer inquiries and requests regarding accounts, products, repairs, pricing, promotions, terms and services offered.
  • Processes orders, including payments, handles escalated issues, tracks shipments, and invoice explanation.
  • Completes insurance preauthorization's and verifications as needed
  • Evaluates information to determine if feedback constitutes a complaint.
  • Relates relevant insurance coverage information to end user.
  • Completes triangle of communication between end user, referral source and sales representative.
  • Guides complaint resolution to ensure that proper and satisfactory closing is obtained.
  • May be responsible for reviewing, documenting, logging, maintaining and/or initiating the investigation for potentially serious complaints.
  • Processes literature and lead requests as received from customers or field force representatives.
  • Contacts new end users with relevant information about their prescription and order fulfillment.
  • Researches customer inquiries and assures satisfactory completion.
  • Tracks customer orders as requested.
  • Acknowledges customer purchase orders.
  • Interfaces in a professional manner with internal and external customers via phone, fax, email, mail, and in person.
Education:
  • High School Diploma required; Associates or bachelor's degree preferred.
Years and Type of Experience:
  • 1+ years of customer service experience analyzing and solving customer problems.
  • Proficiency in Microsoft products
  • High level capacity to multitask independently and on a computer
  • Knowledge of Medical Terminology a PLUS
  • DME (Durable Medical Equipment) customer service or billing experience a plus
Key Required Skills, Knowledge, and Capabilities:
  • Strong written and oral communication skills; polished professional image
  • High level of proficiency with MS Office, including Outlook, Excel, Word, and PowerPoint
  • Claims submittal and posting experience by both local and national insurance plans
  • Ability to maintain composure in difficult situations and relate well with others
  • Ability to solve practical problems
  • Well organized and able to communicate effectively to all levels of customers
  • Attention to detail, demonstration of initiative and creativity and a willingness and aptitude for managing new projects
  • Juggles multiple priorities with a positive attitude and the ability to solve problems independently
  • Analytical thinker and possesses the ability to seek out areas for improvement and offer solutions
  • Solid working knowledge of Excel, Access and Reporting Tools
  • Self-starter and able to work independently with little direction
  • Highly collaborative and good communication skills
  • Must live within 1-hour of our company location in Pensacola, FL.


#LI-SD1

Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com. Please be sure to include "Accommodation Request" in the subject.

For California (USA) Residents:

We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes).

The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity).

For additional details and questions, contact us at careers@dentsplysirona.com

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