Dentsply Sirona · 14 hours ago
Customer Care Specialist - Pensacola, FL
Pensacola, FL, US, 32503
Full-time
Onsite
Entry, Mid Level
2+ years expDentsply Sirona is a leading global provider of innovative medical devices, and they are seeking a Customer Care Specialist. The role involves serving as a critical point of contact for patients and healthcare providers, processing product orders, and ensuring compliance with regulatory standards to deliver high-quality service.
DentalEducationHealth CareManufacturingMedical Device
Responsibilities
Reviews prescriptions, certificates of medical necessity, and supporting clinical documentation to ensure full compliance with payer guidelines, DME requirements, and regulatory standards
Validates diagnosis codes, product categories (e.g., catheters, drainage supplies), and utilization justification for accuracy and completeness
Maintains a thorough understanding of urology-related billing protocols, medical necessity criteria, and insurance verification processes
Engages with patients, caregivers, clinicians, and referral partners with empathy and professionalism to facilitate a seamless ordering experience
Educates patients on product availability, financial responsibility, recurring shipment schedules, and documentation requirements in a clear and supportive manner
Addresses and resolves product-related or service-related inquiries, ensuring timely escalation when necessary
Partners closely with Sales, Clinical Education, Billing, and Supply Chain teams to streamline order flow, resolve discrepancies, and ensure alignment with urology product standards
Communicates proactively with external referral sources (urologists, nurse practitioners, home health agencies) to obtain missing or corrected documentation
Serves as the internal advocate for the patient and customer, ensuring efficient problem resolution and continuity of care
Enters, modifies and tracks patient orders received via phone, email, fax, EDI, or other channels, accurately and efficiently
Ensures orders comply with insurance coverage guidelines, medical necessity standards, and internal quality protocols
Monitors order progress, updates stakeholders, and ensures timely fulfillment to prevent disruptions in essential urology supply usage
Reviews all incoming leads, assess eligibility, and convert qualified leads into compliant and billable orders
Maintains a structured follow-up cadence to maximize conversion rates and ensures no lapse in patient care or revenue opportunity
Partners with internal teams to support patient retention, reorder patterns, and long-term utilization of urology solutions
Maintains accurate and complete records of documentation requests, order statuses, complaint resolutions, and communication touchpoints
Produces routine reports to management on order accuracy, lead conversion metrics, complaint trends, and overall service performance
Adheres to HIPAA guidelines and internal confidentiality standards at all times
Complies with company and departmental policies and administrative requirements
Performs other duties as assigned or as needed
Qualification
Required
Minimum: High School Diploma or equivalent
2+ years of customer service experience analyzing and solving customer problems
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
Preferred
Certified Medical Assistant (CMA) or Associate's degree in Healthcare Administration, Business, or a related field
2+ years of inside sales, referral management, or lead conversion experience within healthcare
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
Additional certifications in medical billing, insurance claims processing, or healthcare administration are advantageous
Company
Dentsply Sirona
Dentsply Sirona is a manufacturer of dental products and technologies.
10001+ employees
H1B Sponsorship
Dentsply Sirona has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (28)
2024 (14)
2023 (7)
2022 (14)
2021 (9)
2020 (16)
Funding
Current Stage
Public CompanyTotal Funding
$550M2025-06-05Post Ipo Debt· $550M
1987-08-21IPO
Leadership Team
Daniel Scavilla
President and Chief Executive Officer
Matthew Garth
Chief Financial Officer
Recent News
Company data provided by crunchbase