Representative II, Customer Care Order Placement

Cardinal Health; Concord (NH); Remote; USD 35,000 - 50,000; Full time

Job summary

A healthcare company is seeking a Customer Care Representative working remotely to assist customers with order placement and resolve issues. The ideal candidate should have strong communication skills and experience in a call center environment. Benefits include medical coverage, paid time off, and flexible spending accounts. This role requires a dedicated and quiet workspace with a reliable internet connection.

Benefits

Medical, dental, and vision coverage

Paid time off

401k savings plan

Flexible spending accounts

Short- and long-term disability coverage

Qualifications

• 2-4 years' experience in a high-volume call center preferred.
• Experience working in a remote setting is preferred.
• Root cause analysis experience preferred.

Responsibilities

• Answer incoming phone calls from customers regarding medical supplies.
• Process orders and provide customer assistance for approximately 60-80 incoming calls daily.
• Maintain a positive and professional attitude towards customers.

Skills

Communication skills

Active listening

Problem-solving

Customer service experience

Ability to handle high call volumes

Education

High school diploma, GED, or equivalent

Tools

Microsoft Office

Order placement systems

Job description

SHIFT: Your new hire training will take place Monday-Friday, 8:00am-5pm EST, mandatory attendance is required. Once you have completed new hire training, you will take part in a shift bid to determine your schedule.

Shift bid schedule is based on business need. Must be open & flexible to work any hours 8am EST to 9:00pm EST & will also involve Saturday hours.

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

Responsible for answering inbound calls from customers to place orders or reorders of medical supplies. Agents will act as a liaison, problem-solving order issues, researching accounts and providing resolutions in a high-volume call center.

The Representative II, Customer Service Operations processes orders for distribution centers and other internal customers in accordance with scheduling, demand planning and inventory. The Representative II administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order.

Responsibilities

The Customer Care Representative operates as a “Universal Agent”, who is able to meet the needs of our customers throughout the entire order placement lifecycle. Ultimately, qualified candidates, will be responsible for providing customer assistance, including, but not limited to, order placement, product information, order status, order discrepancies, and customer complaints for approximately ~60-80 incoming calls per day.

• 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

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

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

REMOTE DETAILS: You will work from home, full-time.

You will be required to have a dedicated, quiet, private, distraction free environment with access to high-speed internet.

Internet requirements include the following:

• Must have a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) with download speed of at least 25Mbps and upload speed of at least 10Mbps.
• Hardwired to the router
• Surge protector with Network Line Protection for CAH issued equipment

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

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.