Job Details

Customer Care Specialist

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 Mlndal, 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.

In-Office Requirement: This position is based on-site at our Pensacola, FL location. Employees are expected to work in the office during standard business hours, with regular in-person collaboration as a key component of the role.

Job Summary: Under general supervision, the Customer Care Specialist serves as a critical point of contact for patients, caregivers, clinicians, and referral partners with Wellspect' product portfolio. The role is responsible for accurately processing product orders, verifying insurance and documentation requirements, coordinating with internal and external stakeholders, and delivering a high-quality service experience that supports optimal patient outcomes. The Customer Care Specialist ensures all activities adhere to regulatory, payer, and compliance standards while demonstrating professionalism, efficiency, and compassion in every interaction.

Key Responsibilities:

• Insurance, Documentation & Compliance: Reviews prescriptions, certificates of medical necessity, and supporting clinical documentation to ensure full compliance with payer guidelines, DME requirements, and regulatory standards.
• Customer Interaction & Service Excellence: Engages with patients, caregivers, clinicians, and referral partners with empathy and professionalism to facilitate a seamless ordering experience.
• Collaboration & Cross-Functional Coordination: Partners closely with Sales, Clinical Education, Billing, and Supply Chain teams to streamline order flow, resolve discrepancies, and ensure alignment with urology product standards.
• Order Processing & Fulfillment Management: Enters, modifies and tracks patient orders received via phone, email, fax, EDI, or other channels, accurately and efficiently.
• Lead Qualification & Conversion: Reviews all incoming leads, assess eligibility, and convert qualified leads into compliant and billable orders.
• Documentation, Reporting & Data Integrity: Maintains accurate and complete records of documentation requests, order statuses, complaint resolutions, and communication touchpoints.

Education/Certifications:

• Minimum: High School Diploma or equivalent
• Preferred: Certified Medical Assistant (CMA) or Associate's degree in Healthcare Administration, Business, or a related field
• Additional certifications in medical billing, insurance claims processing, or healthcare administration are advantageous

Years and Type of Experience:

• 2+ years of customer service experience analyzing and solving customer problems
• Preferred: 2+ years of inside sales, referral management, or lead conversion experience within healthcare
• Experience working in DME, medical device, or healthcare customer service, preferably supporting urology, ostomy, or chronic care patient populations
• Clinical experience as a Medical Assistant, CAN, or similar role preferred; urology or continence care exposure is highly desirable
• Knowledge of medical terminology, especially urology-related coding, diagnoses, and product categories is a plus

Key Skills, Knowledge & Capabilities:

• Proficiency with Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), CRM systems, order management platforms, and electronic documentation systems.
• Strong understanding of payer requirements, prior authorizations, DME billing practices, and reimbursement models.
• Ability to build and maintain productive relationships with both internal and external stakeholders, including clinical partners, referral sources, and patients.
• Exceptional communications, organization, and follow-through skills with the ability to manage a high volume of requests.
• Demonstrated ability to remain calm, empathetic, and patient-focused while navigating sensitive clinical topics.
• Ability to work independently, manage competing priorities, and maintain accuracy in a fast-paced environment.

Key Performance Metrics:

• Documentation Timeliness: Ability to secure compliant documentation quickly to avoid delays in product delivery.
• Order Accuracy: High accuracy rate with minimal rework, corrections, or rejected claims.
• Complaint Resolution: Effective and timely resolution resulting in high customer satisfaction and reduced service escalations.
• Lead Response Time: Timely initial contact and follow-up on all patient or referral leads.
• Lead Conversion Rate: Strong conversion of qualified leads into compliant, billable, and ongoing orders.

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.