Job Summary

The primary responsibility of the Documentation Specialist is to manage multiple queues promptly and accurately, while verifying and auditing customer information in Salesforce. There will also be the need to support additional business functions with documentation auditing.  This role will work with all departments that receive customer-related documentation.  This role is an essential part of the documentation process and will work directly with all teams to ensure all correspondence / documentation received via fax and email is distributed and attached to customer records correctly. This candidate will also have a strong understanding of all document routing software used by Insulet Corporation.



The Documentation Specialist must be able to independently follow standardized workflows as defined by management. The Documentation Specialist will be expected to work on a broad range of tasks including some more complex situations.

Position Overview:

The primary responsibility of the Documentation Specialist is to manage multiple queues promptly and accurately, while verifying and auditing customer information in Salesforce. There will also be the need to support additional business functions with documentation auditing.  This role will work with all departments that receive customer-related documentation.  This role is an essential part of the documentation process and will work directly with all teams to ensure all correspondence / documentation received via fax and email is distributed and attached to customer records correctly. This candidate will also have a strong understanding of all document routing software used by Insulet Corporation.

The Documentation Specialist must be able to independently follow standardized workflows as defined by management. The Documentation Specialist will be expected to work on a broad range of tasks including some more complex situations.

Responsibilities:

• Duplicate Auditing: Manage queue within Salesforce where the system was unable to match customer data, requiring manual verification.
• Physician Verification: Manage queue where the system was unable to populate a provider, requiring manual verification.
• Consent Verification: Manage queue and assign outreach task for customers who do not have consent on file.
• Voicemail Bucket: Review and assign to appropriate rep.
• Documentation Scrubbing: Properly review faxes received and link to appropriate customer record.
• Perform UHC BI’s
• Process training records sent in from our Clinical Services Managers
• Validate Clinic Contract Assignments
• Provide feedback to management team on an as needed basis.
• Perform additional duties and/or projects as assigned by management.

Education and Experience:

Minimum Requirements:

• Associates degree and 3+ years’ related experience working in a professional environment

Preferred Skills and Competencies:         

• Knowledge of diabetes and experience supporting customers with diabetes is preferred.
• Experience with Salesforce CRM is preferred.        
• Effective written and oral communication skills
• Strong attention to detail and follow up skills
• Strong analytical and problem solving skills
• Demonstrated initiative and “do what it takes work approach” to get the job done
• Exceptional customer service orientation
• Team player; ability to work cooperatively and collaboratively with others (internally and externally)
• Flexible and resilient in work approach
• Ability to work in a fast paced environment, managing multiple priorities

Physical Requirements (if applicable):          

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity needed for using a computer keyboard.
• Lightweight lifting may be required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

             

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.