Wellspect Customer Care Specialist

Requistion ID: 81460 

 

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 Mölndal, 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, following up on leads, and servicing requests or inquiries in a professional and expedient manner. Incumbent performs related work and other duties as required.

 

Key Responsibilities:

• Insurance Compliance: Receives and reviews all prescriptions and related documentation to ensure compliance requirements are met.
• Collaboration & Communication: Coordinate with internal Wellspect channels and external referral sources to obtain any missing information and/or documentation needed to process an order and resolve discrepancies promptly.
• Documentation & Reporting: Maintain detailed records of documentation requests, order statuses, and resolutions, providing regular reports to management.
• Order Processing: Communicates order details, including financial responsibilities, to end users.
• Lead Management & Conversion: Review and follow up on all leads and works to convert leads to billable orders.

 

Education: 

• Minimum: High School Diploma or equivalent
• Preferred: Certified Medical Assistant degree preferred or Associate’s degree in Healthcare Administration, Business, or a related field.
• Additional certifications in medical billing, insurance claims processing, or healthcare administration are considered a plus.

 

Years and Type of Experience

• Clinical experience as a Medical Assistant preferred
• DME (Durable Medical Equipment) customer service or billing experience preferred
• 2+ years of customer service experience analyzing and solving customer problems
• Preferred: 2+ years of inside sales experience and lead conversions
• Knowledge of Medical Terminology a plus

 

Key Skills, Knowledge & Capabilities:

• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) 
• Ability to work collaboratively with diverse teams and build strong relationships with both internal and external stakeholders.
• Proficiency with standard office software and data management tools.
• Proven experience in a coordination, administrative, or project management role within the healthcare or medical device industry.
• Strong organizational, communication, and multitasking skills, with a demonstrated ability to manage regional operations effectively.
• Ability to maintain composure in difficult situations and relate well with others; able to work independently with little direction.

 

Key Performance Metrics:

• Documentation Timeliness: Ability to receive compliant documentation in a timely manner to prevent any delays of orders being processed.
• Order Accuracy: Achieve a high rate of orders processed successfully without the need to additional follow-up or rework.
• Complaint Resolutions: Guides complaint resolution to ensure that proper and satisfactory closing is obtained