MED-EL Corporation

Role Description The Insurance Support Services (ISS) Team Lead is responsible for providing operational support, floating regional coverage, training assistance, and day-to-day guidance to the region’s supervisor and team members. This role ensures that internal and external stakeholders receive best-in-class service by upholding company standards and established processes. The ISS Team Lead also delivers exceptional customer support and serves as a point of contact for escalated phone calls, urgent issues, and complex customer needs. - Provide floating coverage within supported regions to meet daily staffing needs and during staff absences. - Manage assigned customers, centers, regions, as business needs evolve. - Support specialty product lines (e.g., HEAR4U) and/or assigned states/customer groups. - Process orders for Initial Implants for assigned states and customer groups. - Handle escalations and urgent orders in absence of the supervisor. - Provide backup support to peers (Team Leads) and supervisors when required. - Ensure all team activities comply with relevant regulations and standards, including HIPAA guidelines. - Conduct ongoing training reviews for existing staff, as determined and directed by the team’s supervisor. - Work closely with other departments, such as Customer Account Services and Revenue Cycle, to ensure seamless operations and effective communication. - Comply with and adhere to all regulatory compliance areas, policies, procedures and organizational "best practices.” Qualifications - Demonstrate alignment with MED-EL values through performance and behavior. - Familiarity with all medical coding systems (CPT, ICD-10, HCPCS). - Insurance coverage research experience and work with payers for product coverage. - Excellent communication skills (verbal, written, and in-person) and customer service skills for internal and external customers. - Ability to maintain concentration and attention to intricate details for extended periods while sitting at a desk. - Maintain current extensive knowledge of Medicare/Medicaid and private payer insurance programs related to authorization of medical services, eligibility and insurance billing and collection related to company products. - Uphold MED-EL Quality System requirements, detailed operational procedures, and various regulatory requirements relevant for medical device companies, Medicare, and Medicaid Providers. - Perform under pressure, including time-pressure/deadlines, quality audits and various regulatory (FDA, HIPAA, Medicare, OIG, OCI) inspections, etc. - Medical preauthorization and appeals experience and familiarity. - Experience with hearing implant front-end VOBs, authorizations, denials, and appeals. - Demonstrated professional approach to continued service improvement. - Demonstrated knowledge of coverage guidelines with major payers in assigned regions. - Ability to develop, evaluate, prioritize, and implement near-term and long-range goals and strategic initiatives. - Ability to directly interface professionally and courteously with patients, customers (clinics), and industry professionals. - High School graduate or equivalent. - Minimum 2-3 years MED-EL Insurance Support or Revenue Cycle experience preferred. - Local to Durham preferred. Open to remote candidates. Benefits - Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service. - Health Savings Account. - Short term and long-term disability paid by the company. - Company paid life insurance with an option to purchase additional coverage. - FSA Dependent Care. - Pet Insurance. - Critical Illness. - Accident Insurance. - PTO – 20 days annual that is accrued each pay period, plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays. - Employee Assistance Program. Company Description MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. Our Mission: Delivering leading-edge technology to restore hearing and empower connection.

Description Consumer Engagement Manager Full-Time Remote - With 30% travel Located in Dallas/Fort Worth, TX area About the Company: MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners. Our Mission: Delivering leading-edge technology to restore hearing and empower connection. About the Role: Positively educate and build relationships with consumers and professionals through activities that focus on the consumer journey (Connect, Learn, Influence, Move, Build) to achieve sales goals. Develop working relationships with key center(s) to create and maintain referral pathways and recipient support. Willingness to travel 30%. Primary Responsibilities: - Responsible for affecting consumer knowledge and device choice. - Participate as a member of the Consumer Engagement team by providing insights, ideas and solutions that further develop the program. This can include ideas for research, education, marketing, etc. - Manage consumer inquiries and follow documentation guidelines as needed. - Create communication plan with Key Centers for improved patient care and support. - Hold 1:1 meeting with candidates and recipients as needed. - Cultivate HearPeer community in and with area clinics. - Maintain close contact with the respective customer service representative for the region to ensure high quality product delivery, support, and satisfaction. - Independently or collaboratively plan and implement promotion of MED-EL products and services at national consumer-focused conferences and events including, but not limited to planning, delivering presentations, and staffing exhibits. - Operate within a budget and procedures and policies set forth by the company. - Effectively track data related to Engagement activities and initiatives using CRM and other systems. Position Qualifications: - Master’s degree preferred in an area related to hearing disorders, health care, hearing impairment interventions, or audiology - 3-5 years relevant work experience - Additional value-added assets: - Knowledge and experience with MED-EL products and services - Experience in industry or similar industry - Experience in working with and developing volunteers - Possess strong written and oral communications skills - IT (computer, internet, phone, etc.) literacy - Ability to influence others while maintaining tact, diplomacy, and mutual respect - Positive team attitude, assisting and supporting other MED-EL team members by not only identifying problems but by contributing to their solution - Ability to interact courteously and professionally during interactions with customers or the public at large while representing MED-EL Corporation - Strong presentation skills and comfort speaking to varied audiences - Organized, goal orientated and efficient - Bilingual is a plus - Approximately 30% travel required - Must reside in or near Dallas or Fort Worth, TX What We Offer: We know that benefits are important to you, and we offer a robust benefits package including: - Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service. - 401k Match - Health Savings Account - Short term and long-term disability paid by the company. - Company paid life insurance with an option to purchase additional coverage. - FSA Dependent Care - Pet Insurance - Critical Illness - Accident Insurance - PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays. - Employee Assistance Program MED-EL Corporation is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment.