Insurance Support Services Team Lead Full-Time Hybrid Durham, NC 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: The Insurance Support Services Team Lead will be responsible for overseeing, coaching, training, and managing daily workflow operations. The Insurance Support Services Team Lead will also ensure that we are following industry standards and will provide exceptional customer service to our internal and external customers. They serve as a first line of support for escalated phone calls and elevated customer needs. Primary Responsibilities: Provide floating coverage within supported regions as daily staffing is required. Manage assigned customers/centers/regions, as business needs evolve. Support specialty product lines (e.g., ADHEAR) and/or assigned states/customer groups. Handle escalations and urgent orders. Collaborate closely with supervisors and the team for efficient order processing. Provide backup to peers (Team Leads) and supervisors. Manage workflow reporting needs daily in collaboration with management to ensure timely order processing. Understand and monitor workflows and alert management when workflows do not support optimal and efficient customer support. Ensure all team activities comply with relevant regulations and standards, including HIPAA guidelines. Conduct regular quality assurance checks and implement improvement practices. Conduct ongoing training reviews for existing staff to keep them updated on the latest industry practices and regulations, and to review updated or new processes as needed. 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, and procedures and "best practices.” Position 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 as 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 – when opportunities are noticed, approach the opportunity collaboratively, engaging management as appropriate. Demonstrated knowledge of coverage guidelines with major payers in assigned regions; and demonstrated ability to read and interpret coverage guidelines for payers when research is required, when providing floating coverage, and when coaching team members to higher levels of performance. Ability to develop, evaluate, prioritize, and implement near-term and long-range goals and strategic initiatives to improve department efficiency and effectiveness for maximum company profit while optimizing patient and customer (clinic) positions. Ability to directly interface professionally and courteously with patients, customers (clinics), and industry professionals in both private and group situations via dialogue or giving presentations by phone, email, or in person High School graduate or equivalent. Minimum 2-3 years MED-EL Insurance Support or Revenue Cycle experience preferred. 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. 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 or career development.