Representative II, Customer Care Order Placement

Cardinal Health

7d•$16 - $19•Remote

About The Position

Responsible for answering inbound calls from customers to place orders or reorders of medical supplies. Agents will act as a liaison, problem-solving order issues, researching accounts and providing resolutions in a high-volume call center. The Representative II, Customer Care Order Placement processes orders for distribution centers and other internal customers in accordance with scheduling, demand planning and inventory. The Representative II administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order.

Requirements

High school diploma, GED or equivalent, or equivalent work experience, preferred
1-3 years' experience in high volume call center where communication and active listening skills have been utilized, preferred
Previous experience working in a remote/work from home setting is preferred
Prior experience working with Microsoft Office is preferred
Prior experience working with order placement systems and tools, preferred
Customer service experience in prior healthcare industry, preferred
Root cause analysis experience, preferred
Familiarity with call-center phone systems, preferred
Excellent Phone Skills with a focus on quality
Previous experience being able to achieve daily call center metrics including but not limited to average handle time, adherence, average speed to answer, and/or QA
Dedicated, quiet, private, distraction free environment with access to high-speed internet.
Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, WIFI extenders, Cellular/Hot Spot connections are NOT acceptable.
Download speed of (25Mbps – Minimum) but (50Mbps – Recommended) if nobody else at home streaming.
Upload speed of (10Mbps – Recommended)
Ping Rate Maximum of 30ms (milliseconds)
Hardwired to the router
Surge protector with Network Line Protection for CAH issued equipment

Responsibilities

Operates as a “Universal Agent”, who is able to meet the needs of our customers throughout the entire order placement lifecycle.
Providing customer assistance, including, but not limited to, order placement, product information, order status, order discrepancies, and customer complaints for approximately 60-90 incoming calls per day.
Answer incoming phone calls from customers, caregivers, and applicable referral sources regarding various medical supplies while having sincere interest in the speaker
Ability to handle high call volumes consistently throughout the workday that range in complexity and sensitivity while maintaining composure with customers
Process orders for new and existing customers, collecting necessary information for insurance billing; collect payment as needed
Operate company provided hardware and navigate multiple computer programs throughout the day to address customer's concerns
Consults with Supervisor or Team Lead on complex and unusual problems
Adhere to business processes to ensure all work is being done compliantly and in accordance with regulatory standards
Navigate multiple systems and consult with internal resources to provide order status updates to achieve first time call resolution
Interpret the meaning of insurance terminology, plans and documentation and explain what it means in an easy-to-understand way
Explain our products and offerings to our customers to ensure compatible with customer conditions
Identify and communicate appropriate next steps and expectations to customers based upon system messaging, insurance requirements, and order placement process
Maintain a positive, empathetic, and professional attitude toward customers and co-workers at all times