CTC Case & Process Specialist GSA (m,w,d)

Job Summary CTC Case & Process Specialist responsible for managing complex reimbursement cases across the end-to-end OTC process in GSA markets, ensuring accurate coverage, documentation, and revenue collection. Acts as a key interface across Sales, Market Access, and Customer Care, driving case resolution, process improvements, and standardisation. Supports system enhancements (Salesforce/SAP), training, and KPI reporting, while analysing rejection trends to improve approval rates. Requires strong analytical, communication, and stakeholder management skills, with German fluency essential.

Job Title: CTC Case & Process Specialist GSA (m,w,d)

Responsibilities: The CTC Case & Process Specialist is responsible for providing excellent customer support regarding cases & process management services, for the whole E2E OTC reimbursement process for GSA markets.  Strong communication between Sales, Market Access, Health Insurance teams and all interfaces of Insulet GSA & International are critical functions of this position.

The Specialist  is not only responsible for ensuring a high knowledge of all interactions, CTC processes, and single cases, but will also ensure that coverage, prior authorization and documentation is correctly obtained to allow Insulet to successfully collect revenue.

The Specialist will support the UAT Testing teams and help create, document and monitor test scenarios related to system enhancements and implementations of new initiatives relating to the CTC process.   The Specialist will act as a Salesforce Lightning and SAP Key User including related interfaces and systems.  The Case & Process Specialist is responsible for developing and maintaining the case management process, including the development of a resubmission management system, reports and other tools as required.

Definition of cases (Except & Key Cases):

Complaints, Resubmission Cases, processes, complex single inquiries all over the whole CTC flow. Understanding of high complex reimbursement process with single Hick ups, IT bug and cases

Within the payer and other special contact lines (Voice and Non—Voice Channels) the Specialist will act as a single point of contact, for overseeing the whole single cases, inquiries, dispute management and find proper solutions. Excellence summarizing findings, route courses and optimization process to standardize further flows.

The Case & Process Specialist acts as an interface between customers, prescribers, contract management and other internal departments to find the best solution for particularly difficult cases. Developing standard solutions, including processes out of individual cases as part of case management, and rolling out training across the team to enable smooth day-to-day operations.

Manage and support customers through trial periods and transition to standard supply.

Ongoing coordination and collaboration with Market Access on standardizing solutions and processes

Actively participate and act as subject manager expert in projects and contribute your experience to process improvements to create a solution that represents the view of the back office.

Analyzing the reasons for rejections and making suggestions to improve the approval rate (in close collaboration with market access).  Guide and advise customers through the application process, rejection and appeal procedures.

Use the Key CTC Knowledge, Sales Force and SAP Knowledge to Onboard and train new employees and act as an overall trainer and moderator for regular trainings, upskilling and measure trainings levels whilst providing guidance to improve skill levels.

Be part of the GSA CTC workforce management as well support developing KPI structures and reporting requirements.  Support the operational Post Entry and Master Data Management Process.

Required Leadership/Interpersonal Skills & Behaviors Collaborative Relationships - Ability to work cross functionally across sales, commercial, market access and marketing teams.

Proactive collaboration with all CTC and Customer Care Teams (national and international teams) to support the order management processes.

Analytical Thinking - Positive and creative approach to problem solving

Show proactive self-confidence and calmness in critical and particularly challenging tasks and situations.

Provide Support and Guidance -  to new staff members or developing and upskilling existing team members in new processes

Required Skills and Competencies Self-sufficient - Flexible, and motivated team player capable of multi-tasking and managing workload priorities.

Establishing Focus - Outstanding attention to detail and ability to organize, prioritize and organize tasks.

Attention to Communication - Effective verbal and written communication skills.

Results Orientated - Results driven and able to understand multiple complex processes.

Understanding of Regulatory and Quality impacts to process

Technical Expertise - Excel in generating and maintaining organized and accurate records.

Languages: German essential – English min. B/C Level

  Education and Experience Degree OR relevant experience

Relevant customer service/order management experience (MedTech preferred not essential)

Ability to manage own workload efficiently and prioritize effectively

Excel, Microsoft Word & Power Point skills required

CRM and ERP experience – Sales Force and SAP would be an asset

Additional Information The position will be remote Travelling approx.. 10%-15%

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

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