Rep II, Customer Service Representative - Voice

Cardinal Health International Philippines Inc.; Manila; On-site; PHP 300,000 - 480,000; Full time

Job summary

Cardinal Health in Manila seeks a Customer Service Associate to handle client questions, process orders and resolve issues with professionalism. You will maintain knowledge of products and update patient files, aiming for one-call resolution and patient satisfaction.

The role emphasizes data accuracy, HIPAA compliance, and collaboration across departments to improve service quality. Prior voice experience and college coursework are valued, with opportunities for growth within Cardinal Health.

Qualifications

• At least 2 years of work experience, with at least 1 year of voice experience.
• At least 2 years of college coursework or experience.

Responsibilities

• Handle client/patient questions and inquiries with courtesy to achieve one-call resolution.
• Maintain knowledge of company products and services across divisions or skill sets.
• Log into systems as appropriate to skill set and task(s) assigned.
• Complete CS documentation within 24 hours of service delivery and per guidelines.
• Provide accurate, timely solutions to complaints and order issues while protecting PHI.

Education

College coursework

Job description

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.

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 Responsibilities:

• Handles client/patient questions, complaints, requests or inquiries with the highest degree of courtesy & professionalism, with the goal of one-call resolution & patient retention.
• Maintains a working knowledge of all company products & services, as may be required to work in one or more divisions or skill sets.
• Logs into systems as appropriate to skill set and/or task(s) assigned.
• Completes C/S documentation within 24 hours of service delivery, as required. Ensures that all required documentation is completed in accordance with company guidelines.
• Offers solutions for more effective & higher quality customer service.
• Responds to telephone inquiries (inbound/outbound calls): ascertains patient needs; responds appropriately & with urgency to patient requests, questions, complaints & concerns.
• Provides patients with accurate, timely, and satisfactory solutions to potential & arising complaints & concerns about their orders, devices, usage, and physician-ordered prescription(s).
• Overcomes objections & effectively resolves customer concerns with the goal of retaining patient accounts. Offers alternative solutions as appropriate.
• Ensures accurate changes and data entry of patient records in information systems, including service issues.
• Updates patient files for known changes to patient records.
• Is responsive to ongoing feedback & training from management.
• Assists other departments with patient processing or other patient issues as needed.
• Adheres to all policies and procedures related to providing consistent, superior customer/patient care.
• Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.
• Is reliable, engaged, and provides feedback as to improve processes and policies.
• Attends all department, team, and company meetings as required.
• Embraces and exemplifies Cardinal Health Values

Qualifications

• At least 2 years of work experience (with at least 1 year of voice)
• Al least 2 years of college coursework or experience

What is expected of you and others at this level

• Applies acquired job skills and company policies and procedures to complete standard tasks
• Works on routine assignments that require basic problem resolution
• Refers to policies and past practices for guidance
• Receives general direction on standard work; receives detailed instruction on new assignments
• Consults with supervisor or senior peers on complex and unusual problems

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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