Benefits Verification Specialist

Cardinal Health International Philippines Inc.; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A healthcare service provider is seeking a Senior Representative for Customer Service Operations in Taguig, Philippines. The role focuses on providing exceptional customer service, managing accounts, and collaborating across teams. Candidates should have strong problem-solving abilities, excellent communication skills, and an in-depth knowledge of customer service operations. The opportunity involves tracking customer feedback and operational performance to enhance overall customer experience.

Qualifications

• In-depth knowledge in technical or specialty area required.
• Ability to resolve complex customer issues independently is essential.
• Experience in customer service operations preferred.

Responsibilities

• Provide outstanding customer service and support operational execution.
• Manage customer account activity including order fulfillment.
• Collect and review customer feedback and complaints.
• Build relationships with key business stakeholders.
• Analyze account histories to resolve customer needs.

Skills

Outstanding customer service

Problem-solving

Communication

Customer account management

Job description

Overview

What 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. 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 Operations is responsible for providing outstanding customer service and managing accounts while providing sales support to field sales representatives. This job establishes, maintains and enhances customer service via appropriate contract administration, timely order fulfillment, and providing exemplary customer support including managing accounts and providing sales support to field sales representatives. The job is also responsible for tracking demand and backorders, complaint and incident reporting and supporting post-sales issue resolutions. The job works directly with customers to strengthen Cardinal Health’s operational performance, strengthen existing customer relationships and assists with the prospecting of new business opportunities. The Senior Representative, Customer Service Operations collaborates cross functionally with Commercial, Finance, Supply Chain and Operations teams to ensure customer account needs are meet, and operational performance is optimized to enhance customer experience.

Responsibilities

• Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded.
• Manages customer account activity including, but not limited to; customer order fulfillment, customer backorders/substitutes, product change requests, new/lost business submissions and coordinating any customer questions / issues that may arise.
• Provides outsourced services to customers relating to invoicing, reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.
• Collects and reviews customer feedback, complaints, recalls and product returns, working closely with Quality and Regulatory teams.
• Identifies customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency and develop new customer opportunities.
• Supports process improvement initiatives, including but not limited to opportunities for optimizing inventory levels, suppliers and operational performance, cost control and profitability and ultimately customer service.
• Builds strong relationships with key business stakeholders (Supply Chain, Finance, Operations, Marketing and Commercial) to work in collaborative approach for improved customer service.
• Communicates with customers regarding their needs, questions, and concerns and helps trouble shoot equipment issues as necessary.
• Manages cases regarding reporting, backorders, customer complaints, and pricing and processes product complaint and incident reports.
• Supports general sales by analyzing account histories, and coordinating internal resources to resolve customer needs.
• Investigates and reports on anomalies and discrepancies in point of sales systems, website ordering, and general customer complaint issues.
• Redirects customers to applicable in-house resources as necessary.
• Supports general post-sales issues resolutions as necessary.

What is expected of you and others at this level

• 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