Requistion ID: 82493 

 

 

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:

 

The Customer Care Coordinator plays a dual-function role, supporting both new patient onboarding and ongoing documentation coordination to ensure seamless patient care and reimbursement processes. This position is critical in delivering high-quality, personalized interactions that create a positive first impression with patients, physician offices, and healthcare facilities.

 

The Customer Care Coordinator combines responsibilities of new patient intake, documentation review, and physician account support. This role works directly with healthcare providers to obtain and validate required clinical documentation that substantiates medical necessity for prescribed supplies, ensuring accurate and timely submission to insurance carriers.

 

Key Responsibilities:

Receives and reviews all prescriptions and related documentation to ensure compliance requirements are met. Coordinates 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. Maintains detailed records of documentation requests, order statuses, and resolutions, providing regular reports to management. Initiates and maintains professional communication with physician offices via fax, email, and phone to obtain required medical documentation. Clarifies prescription discrepancies and ensures complete and compliant records to support timely insurance submissions and reimbursement. Meets or exceeds established daily, weekly, and monthly goals in conjunction with productivity measurements as communicated by their direct supervisors  Ensures strict adherence to all applicable compliance standards, including Medicare and commercial guidelines, HIPAA and ACW.  Manages and resolves Special Projects, Progress Notes, Service Tickets, and account-related documentation needs. Develops and maintains knowledge in Medical Supplies and/or Insurance Guidelines.  Works in conjunction with Sales Ops to identify and support customer service related initiatives as defined by company goals and objectives. Complies with company and departmental policies and administrative requirements. Performs other duties as assigned or as needed.

 

Education:

High School Diploma or Graduate Equivalency Diploma (GED required) Certified Medical Assistant degree preferred or Associate’s degree in Healthcare Administration, Business, or a related field preferred. Additional certifications in medical billing, insurance claims processing, or healthcare administration are considered a plus.

 

Years and Type of Experience:

2-3 years prior Medical Industry experience with call center or customer service analyzing and solving customer problems And/or 12 -18 months prior experience  representative with a minimum performance level of “meets expectations.” Proven experience in a coordination, administrative, or project management role within the healthcare or medical device industry. Clinical experience as a Medical Assistant preferred DME (Durable Medical Equipment) customer service or billing experience preferred Knowledge of Medical Terminology a plus Familiarity with healthcare billing processes and/or product implementation is preferred.

 

Key Skills, Knowledge and Capabilities:

Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and Data Management tools Demonstrated strong time management, prioritization skills, and accountability to departmental performance standards. Ability to exercise sound judgment to identify gaps, escalate when appropriate, and drive cases to resolution within defined timelines. Ability to identify and professionally resolve customer service related issues. Ability to work collaboratively with diverse teams and build strong relationships with both internal and external stakeholders; well organized. Ability to maintain composure in difficult situations and relate well with others. Strong written and oral communication skills. Strong organizational, communication, and multitasking skills, with a demonstrated ability to manage regional operations effectively. Ability to prioritize workload with an attention to detail and willingness to complete projects in a timely and efficient manner.

 

Key Performance Metrics:

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

 

 

                                          

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