Remote Customer Care Specialist II

Cardinal Health; Augusta (ME); Remote; USD 22,000 - 25,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off

401k savings plan

Flexible spending accounts

Disability coverage

Parental leave

Job summary

Cardinal Health, Inc. is seeking a Remote Customer Service Operations representative to handle approximately 60-80 incoming calls daily, focusing on order placement, product information, status updates, and issue resolution.

You will be a Universal Agent across the order lifecycle, working from home with training 8:00am-5:00pm EST and a shift bid afterward based on business needs. Remote/telework is expected with mandatory privacy and a quiet environment.

Qualifications

• High school diploma, GED or equivalent, or equivalent work experience, preferred
• 2-4 years' experience in high volume call center preferred where communication and active listening skills have been utilized
• 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, QA

Responsibilities

• 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

Skills

Phone skills

Active listening

Communication skills

Customer service

Education

High school diploma or equivalent

Tools

Microsoft Office

Order placement systems

Call-center phone systems

Job description

Cardinal Health, Inc. is seeking a Remote Customer Service Operations representative to handle approximately 60-80 incoming calls daily, focusing on order placement, product information, status updates, and issue resolution.

You will be a Universal Agent across the order lifecycle, working from home with training 8:00am-5:00pm EST and a shift bid afterward based on business needs. Remote/telework is expected with mandatory privacy and a quiet environment.