Customer Care Associate II

Soleo Health Inc•Dublin, OH

12d•Onsite

About The Position

Soleo Health is seeking a Customer Care Associate II to support our Specialty Infusion Pharmacy patients in Dublin, OH. This role is responsible for delivering exceptional service to all callers, patients, caregivers, and healthcare partners. The Customer Care Associate focuses on timely calls, warm-transferring callers to the appropriate team member, and responding to basic inquiries regarding delivery status, scheduled infusion dates, and general account balance questions. The role also manages incoming faxed or scanned documents by assigning them appropriately and attaching them to the patient chart or routing them to the correct care team. Success in this position requires excellent customer service, strong technical proficiency, sound judgment, a sense of urgency, and consistent quality in all work performed.

Requirements

Minimum five (5) years’ experience in a health care services customer service center, call center, healthcare support, or related role.
High School Diploma or equivalent required; associate degree preferred.
Strong proficiency with technology, including Microsoft Office Suite and call handling software.
Excellent verbal communication, listening, and problem-solving skills.
Strong customer service skills with the ability to remain calm and supportive.
Ability to learn and navigate electronic health record systems and document management tools.
Exceptional organizational skills and attention to detail.

Responsibilities

Answer incoming calls promptly, professionally, and courteously.
Warm-transfer calls to the appropriate internal team member or department.
Provide accurate responses to basic inquiries including delivery status, scheduled infusion dates, and general account balance information.
Monitor, assign, and process incoming faxed or scanned documentation, to include forwarding them to the appropriate care team.
Document all interactions thoroughly and accurately within the designated systems.
Navigate multiple technology platforms effectively to assist callers and process information.
Maintain clear communication and collaborate with nursing, pharmacy, operations, revenue cycle management and other internal teams.
Uphold a high level of customer service and professionalism.
Demonstrate sound common sense, urgency, and quality focus when addressing caller needs.