Senior Representative, Customer Service - Authorizations

Cardinal Health

18d•$17 - $22

About The Position

Customer Service Operations contributes to Cardinal Health Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution. Customer Service Operations is responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution. Job Summary The Senior Representative, Customer Service – Authorizations is responsible for managing end‑to‑end medical authorization requests to ensure patients receive critical DME products, including CGMs, insulin pump supplies, and other related equipment. This role performs authorization submission, status management, and resolution of denials across multiple payer channels (phone, portal, and fax) while delivering exceptional service to patients, providers, and payer partners.

Requirements

3-6 years of experience, preferred
High School Diploma, GED or equivalent work experience, preferred
Understanding of insurance authorization processes
Basic knowledge of ICD‑10 and HCPCS coding
Knowledge of insurance verification procedures and DME authorization workflows
Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
In-depth knowledge in technical or specialty area
Applies advanced skills to resolve complex problems independently
May modify process to resolve situations
Works independently within established procedures; may receive general guidance on new assignments
May provide general guidance or technical assistance to less experienced team members

Responsibilities

Completes and manages medical authorization requests for DME products, including CGM and pump supplies, using three primary submission methods: payer portals, phone calls, and fax
Performs validation steps, including verifying documentation, confirming coverage, reviewing coding (ICD‑10, HCPCS), and ensuring completeness prior to submission
Monitors and follows up on authorization status via payer portals, inbound/outbound calls, and fax replies
Resolves authorization denials by coordinating with prescribers, payers, and internal partners; resubmits corrected or additional documentation when required
Communicates professionally with patients, providers, medical groups, and payers to clarify requirements, request missing information, and provide status updates
Collaborates with Order Fulfillment teams to ensure timely creation of work orders and product dispensing once authorization is approved
Documents all activities accurately and meets established SLA timeframes, including 24‑hour turnaround expectations for assigned work
Handles inbound and outbound calls (average 5–15 per day) regarding authorizations, status checks, and escalations
Supports grievance or escalation handling by demonstrating ownership of outcomes and prioritizing patient impact
Identifies workflow bottlenecks or payer‑specific issues and escalates as needed to leadership for process improvement opportunities
Acts as a resource to peers, providing support aligned with the expectations of a senior‑level representative and assisting leadership with team coordination when needed

Benefits

Cardinal Health offers a wide variety of benefits and programs to support health and well-being.
Medical, dental and vision coverage
Paid time off plan
Health savings account (HSA)
401k savings plan
Access to wages before pay day with myFlexPay
Flexible spending accounts (FSAs)
Short- and long-term disability coverage
Work-Life resources
Paid parental leave
Healthy lifestyle programs