Customer Care Coordinator (Remote)

 

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.

 

 

*Candidates must live in EST Time Zone*

 

Under general supervision, the Customer Care Coordinator is responsible for new patient referrals received 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.

 

Essential Duties:

• 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.

 

Key Performance Measures:

• Timeliness of obtaining compliant documentation.
• First Pass Resolution Rate: Achieve a high rate of claims processed successfully without the need for additional follow-up or rework.

 

Skills:

• Ability to work collaboratively with diverse teams and build strong relationships with both internal and external stakeholders; well organized.
• Proficiency with standard office software and data management tools.
• Ability to maintain composure in difficult situations and relate well with others.
• Strong written and oral communication skills.

 

Competencies:

• 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.
• Familiarity with healthcare billing processes and/or product implementation is preferred. Ability to prioritize workload with an attention to detail and willingness to complete projects in a timely and efficient manner.

 

Experience

• 2+ years of customer service experience analyzing and solving customer problems
• Clinical experience as a Medical Assistant preferred