Customer Care Representative (NTL) - C

Are you ready to work for a more active world?

At Bioventus, our business depends on developing our people. We invest in you and challenge you to be the best. We value our colleagues for their different perspectives and individual contributions, and our leaders listen. Our success rests on working together to achieve shared goals and rewards. Join a diverse team of global colleagues driven to help patients resume and enjoy active lives.

Order Management Coordinator (German & Dutch Market)

Languages

• Native-level German
• Fluent English

As a professional order management coordinator for the German and Dutch market, you will be responsible for performing day-to-day tasks such as order entry, clean order process, coordination with Supply Chain and 3rd parties, problem resolutions, complaint processing, returns process, Service Delivery etc. to effectively support the needs of the business to service its customers.

What you'll be doing

The job includes in- and outbound calling

• Pre-screen all prescriptions for completeness and enter in SAP within 1 business day.
• Support calls from the sales team regarding orders/patient cases to enable sales force effectiveness.
• Manage incoming customer calls.
• Prepare and send predetermination letters to insurers and schedule appropriate follow-ups based on payer timeline and patient context using SAP workbench.
• Manage daily calls to payers to obtain authorization of reimbursement for the company’s product.
• Work closely with and educate/inform sales personnel regarding reimbursement issues in their territory.
• Process and expedite patient orders and confirm correct customer billing; contact appropriate departments to ensure smooth processing and shipment of orders, ensuring all relevant documentation is attached to the order/file as needed.
• Investigate up-front denials through verbal and written communication with insurance companies.
• Clearly communicate coverage details and financing options to facilitate patient access to care.
• Identify negative trends with payers and work to resolve with key personnel.
• Perform benefits verification calls and provide a coverage details letter to clinics within 24 hours of receipt of prescription.
• Maintain clinic patient tracker and collaborate with the Operations Analyst on file maintenance and reporting as needed.

We are continuously looking to improve the number of patients that receive treatment; there will be all kinds of projects where you can help patients get treatment and help the business grow at the same time.

We are looking for super proactive people with an optimistic view on life and business, a getting-things-done mentality.

Input all paper based (email, fax and web) sales orders on day of receipt.

• Process all quotation requests ideally within timeframe agreed with sales manager or customer.
• Process and expedite customer orders as required and resolve any customer billing discrepancies, including contacting the appropriate departments and people to ensure the smooth processing and shipment of orders.
• Communicate with patients to troubleshoot issues (product, shipping, pricing) and provide resolution in order to restore confidence in our products and services.
• Coordinate/initiate product warranty and complaints by collecting and documenting data from the patient to determine the issue and escalate as appropriate.
• Raise stock returns and collections on day of request and ensure they are credited within agreed timeframe.
• Support the sales force by interfacing with patients, physicians, health insurance companies and employers to handle inquiries, troubleshoot problems, and routine follow-up calls and/or written communications.
• Maintain and document complete, timely, and accurate patient billing information regarding all services rendered by the company’s products and services.

What you'll bring to the table

• Proficient knowledge of MS Office Suite, especially Excel and PowerPoint.
• Knowledge of SAP or similar system.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.

What you’ll receive

• The satisfaction of driving real change in the industry and people’s lives.
• A diverse global community of people who are driven by a shared purpose to help patients.
• A business that acts with integrity in all interactions with co-workers, leaders and customers.
• A hybrid work environment of continuous learning and development.
• Flat organizational structures which elevate employees’ level of responsibility.
• Meaningful opportunities for professional development and mentoring.
• Competitive compensation package, including bonus.

About Bioventus

We are the market leader in developing clinically proven and cost-effective solutions for pain treatment & joint preservation, restorative therapies and bone graft substitutes with products recognized for their safety, innovation and effectiveness.

• $500+ million in annual revenue
• 1100+ employees worldwide
• Helping 700,000+ people every year

The Bioventus team always puts patients at the forefront, and their needs are the priority in the choices we make and actions we take.