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Customer Service Representative - Mesa

Company: Dexcom
Location: Mesa
Posted on: July 14, 2018

Job Description:

About Dexcom: Founded in 1999, Dexcom, Inc.provides continuous glucose monitoring technology to help patients and their clinicians better manage diabetes.Since our inception, we have focused on better outcomes for patients, caregivers, and clinicians by delivering solutions for people with diabetes while empowering our community to take control of diabetes. As an Inside Sales Representative (aka Customer Service Representative) at Dexcom, you are on the front lines interacting with patients, parents, and caretakers for people affected by diabetes that use Dexcom products.As a key member of the Inside Sales Department, you provide support for the inside sales teams and processing sales orders for the Dexcom Continuous Glucose Monitoring System (CGMS).You ensure a high quality experience for each patient by appropriately engaging and connecting with them by taking calls in a call center environment to assist in obtaining required clinical information for medical necessity and providing updates to customers as needed.With the eye on the prize, your focus is one-call-resolution to ensure a great customer experience each time.Each day offers new and exciting challenges to tackle including:

  • Answers incoming calls and responds to emails.
  • May be required to explain Continuous Glucose Monitoring to patients, discuss how it works, and describe the functions and supplies that go with CGMS, and insurance coverage for CGMS.
  • Discusses reorder programs and out of warranty products with customers.
  • Reviews order details and insurance to determine next steps based on established guidelines and departmental protocol.
  • Clearly documents all correspondence in the company database.
  • Troubleshoots and seeks solutions to problems related to questions and concerns over health insurance coverage and other general questions.
  • Place Orders in Order Management System.
  • Work overtime when required to achieve sales quotas.
  • When applicable, participate in creating a sales team environment and assist in meeting sales objectives by confirming and placing orders.
  • Assumes and perform other duties as assigned. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • High school diploma/GED required.
  • Typically requires a minimum of 1+ years of related customer service experience in a fast-paced, fun environment.
  • Keen ability to multitask and think on your feet without missing a beat!
  • Strong written and oral communication skills including strong phone acumen to effectively communicate across diverse populations including patients, parents/caretakers and healthcare professionals.
  • Ability to become a Subject Matter Expert on Dexcom products, diabetes and Dexcoms competitive advantage over our competitors products.
  • Strong proficiency in using a computer and computer applications including creating/editing Word documents and/or Excel spreadsheets, conducting researching using the internet, using templates, working in a company-created database and using Outlook (email/calendar functions).
  • Flexibility to learn and change along with an evolving department is key.
  • Ability to be creative with ideas to improve sales and processes is encouraged. Outstanding Organizational & Time Management Skills:
  • Work with Insurance Verifier to assure that follow ups completed timely and offer assistance as needed.
  • Think in an anticipatory way - be one step ahead of the process.
  • Know how to prioritize patient files on a daily and monthly basis.
  • Manage your time based on time of month, knowing when getting new patients is priority, when getting documentation is priority and shipping CGMs is priority. Outgoing, Confident, and Self-Motivated:
  • Pleasant personality to work in a high stress, fast-paced environment.
  • Be able to make solid decisions and take the initiative.
  • Flexibility to learn and change along with an evolving department is key.
  • Ability to be creative with ideas to improve sales and processes.
  • Work independently but also function well as part of the team to meet shared goals. Preferred Qualifications
  • Bachelors degree.
  • 2-4 years of sales experience.
  • Knowledge of diabetes.
  • Familiarity with medical insurance. Are you ready to take your career to a place where your work truly makes a difference in the lives of others? Do you have the drive and desire to be a difference maker? If so, we would love to hear from you An Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Talent Acquisition at . To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom.Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions.Dexcom does not accept unsolicited resumes or applications from agencies.Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location.Dexcom is not responsible for any fees related to unsolicited resumes/applications.

    Keywords: Dexcom, Phoenix, Customer Service Representative - Mesa, Hospitality & Tourism, Mesa, Arizona

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