CTC Case & Process Specialist, GSA

🔥 12 minutes ago

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Insulet Corporation

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🔧 Hardware

Healthcare • Hardware

Insulet Corporation is a medical device company headquartered in Acton, Massachusetts, best known as the maker of Omnipod, a line of tubeless, wearable, Pod-based insulin management systems that provide continuous insulin delivery and automated insulin delivery (Omnipod 5). Founded in 2000, the company develops, manufactures, and distributes connected insulin pumps globally, serving over 600,000 customers in 26 countries and reporting $2. 7B in 2025 revenue. Insulet emphasizes engineering next‑generation medical devices, research and development to simplify diabetes management, and sustainability and community impact across its operations.

📋 Description

• Manage complex reimbursement cases across the end-to-end OTC process for GSA markets • Provide customer support for cases and process management services • Coordinate communication between Sales, Market Access, Health Insurance teams, Customer Care, and international interfaces • Ensure coverage, prior authorization, and documentation are correctly obtained for revenue collection • Support UAT testing and create, document, and monitor test scenarios for system enhancements and new initiatives • Act as Salesforce Lightning and SAP Key User • Develop and maintain case management processes, including resubmission management systems, reports, and tools • Oversee complaints, resubmission cases, complex inquiries, dispute management, and difficult customer cases • Identify root causes and optimize processes to standardize workflows • Develop standard solutions from individual cases and roll out team training • Manage and support customers through trial periods and transition to standard supply • Collaborate with Market Access to standardize solutions and processes • Participate as a subject matter expert in projects and process improvements • Analyze rejection reasons and recommend ways to improve approval rates • Guide customers through application, rejection, and appeal procedures • Onboard and train employees and moderate regular training and upskilling sessions • Support GSA CTC workforce management, KPI structures, reporting requirements, Post Entry, and Master Data Management processes

🎯 Requirements

• German fluency is essential • English at minimum B/C level • Degree or relevant experience • Relevant customer service or order management experience; MedTech experience preferred but not essential • Ability to manage workload efficiently and prioritize effectively • Outstanding attention to detail and organizational skills • Effective verbal and written communication skills • Ability to understand and manage multiple complex processes • Understanding of regulatory and quality impacts on processes • Excel, Microsoft Word, and PowerPoint skills required • CRM and ERP experience; Salesforce and SAP experience would be an asset • Ability to work cross-functionally across Sales, Commercial, Market Access, Marketing, CTC, and Customer Care teams • Analytical problem-solving skills • Flexibility, motivation, self-sufficiency, and ability to multitask

🏖️ Benefits

• Remote work • Approximately 10%-15% travel • Healthy work and life balance • Learning and development opportunities • Training, upskilling, and professional development support