Representative, Customer Service Operations

Cardinal Health, Inc.; United States; On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off plan

Health savings account (HSA)

401k savings plan

Access to wages before pay day with my

Flexible spending accounts (FSAs)

Short- and long-term disability.

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Job summary

Cardinal Health, Inc. is seeking a Customer Care Specialist to join the Customer Service Operations team in the United States.

The role focuses on handling client and patient inquiries with superior courtesy, resolving issues, and ensuring patient retention across multiple products and services. The position requires a High School Diploma or GED, 1-3 years of experience, and proficiency in English and Spanish.

Qualifications

• Requires a High School Diploma or GED or equivalent.
• 1-3 years of customer service experience preferred.
• Must be proficient in both English and Spanish.
• Experience in a call center environment is desirable.

Responsibilities

• Handle client/patient questions, complaints, requests or inquiries with courtesy and professionalism aiming for one-call resolution and patient retention.
• Maintain working knowledge of company products and services to support multiple divisions.
• Log into systems and complete CS documentation within 24 hours of service delivery.
• Update patient records and ensure accurate data entry in information systems.
• Provide accurate, timely, and satisfactory solutions to patient orders, devices, usage, and prescriptions.

Skills

Bilingual English and Spanish

Call center experience

Customer service

MS Office proficiency

Basic math

Data entry/computer systems

Education

High School Diploma, GED or equivalent

Tools

MS Office

Job description

Shift: Monday-Friday 8:30AM to 5:00PM EST & Rotating Saturdays 10AM-2PM EST (as frequent as business needs dictate)

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 Summary

This position is a customer care specialist on the customer service team

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.
• Ensures appropriate representation of ADS by demonstrating the greatest degree of professionalism & conduct.
• 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 to improve processes and policies.

• Attends all department, team, and company meetings as required. May perform any additional responsibilities or special projects as required.
• Duties and responsibilities may be subject to change based upon the needs of the department.

Qualifications

• High School Diploma, GED or equivalent work experience, preferred
• 1-3 years of experience, preferred
• Must be proficient in both English and Spanish languages
• Customer service experience in a call center environment is desirable
• Basic knowledge of, or ability to learn customer service specialization
• Demonstrated success in meeting goals and objectives
• Proficiency in basic math and business calculations
• Working knowledge of computer/data entry with the ability to learn new systems
• Basic level of MS Office proficiency

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 supervisors or senior peers on complex and unusual problems

Anticipated hourly range: $15.75 per hour -$18.50 per hour

Bonus eligible: No

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

The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate's geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

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.