Representative, Customer Service Operations

Cardinal Health

2d•$16 - $19

About The Position

This position is a customer care specialist on Cardinal Health’s customer service team. Customer Service Operations provides outsourced services related to medical billing, medical reimbursement, and other services, acting as a liaison for problem-solving, research, and dispute resolution. The role handles patient and client inquiries, supports order and prescription concerns, maintains accurate records and documentation, and works to resolve issues with courtesy and professionalism while promoting patient retention. The schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m. EST, with rotating Saturdays from 10:00 a.m. to 2:00 p.m. EST as business needs dictate.

Requirements

Proficiency in both English and Spanish.
Demonstrated success in meeting goals and objectives.
Proficiency in basic math and business calculations.
Working knowledge of computers and data entry, with the ability to learn new systems.
Basic proficiency with Microsoft Office.
Apply acquired job skills and company policies and procedures to complete standard tasks.
Handle routine assignments requiring basic problem resolution, using policies and past practices for guidance; receive general direction on standard work and detailed instruction on new assignments; consult supervisors or senior peers on complex or unusual problems.

Nice To Haves

High school diploma, GED, or equivalent work experience (preferred).
1–3 years of experience (preferred).
Customer service experience in a call center environment is desirable.
Basic knowledge of, or ability to learn, customer service specialization.

Responsibilities

Handle client and patient questions, complaints, requests, and inquiries with courtesy and professionalism, aiming for one-call resolution and patient retention.
Maintain working knowledge of company products and services relevant to assigned divisions or skill sets.
Log into systems as appropriate for assigned skills and tasks.
Complete customer service documentation within 24 hours of service delivery when required, following company guidelines.
Offer solutions to improve the effectiveness and quality of customer service.
Respond to inbound and outbound telephone inquiries, determine patient needs, and address requests, questions, complaints, and concerns with urgency.
Provide accurate, timely, and satisfactory solutions to concerns about orders, devices, usage, and physician-ordered prescriptions.
Overcome objections and resolve customer concerns to retain patient accounts; offer alternative solutions when appropriate.
Accurately update patient records and enter data in information systems, including service issues.
Update patient files when changes to patient records are known.
Represent ADS professionally and demonstrate appropriate conduct.
Respond to ongoing management feedback and training.
Assist other departments with patient processing or other patient issues as needed.
Follow policies and procedures for consistent, superior customer and patient care.
Comply with HIPAA requirements and safeguard protected health information and other confidential information.
Be reliable and engaged, and provide feedback to improve processes and policies.
Attend required department, team, and company meetings; perform additional responsibilities or special projects as required.
Adjust duties and responsibilities as needed based on department needs.