Representative II, Customer Care Order Placement

Cardinal Health; United States; Remote; USD 22,000 - 26,000; Full time

Job summary

Cardinal Health in the United States is seeking a Customer Service Operations Representative II to handle high-volume inbound calls for medical supplies. You will process orders, troubleshoot issues, and provide timely resolutions while maintaining professional customer interactions.

Responsibilities include order placement, product information, and insurance billing awareness. This is a remote, full-time role with standard business expectations and performance metrics.

Qualifications

• High school diploma, GED or equivalent, or equivalent work experience, preferred
• 2-4 years' experience in high volume call center with strong communication and active listening
• Remote/work from home experience preferred
• Experience with Microsoft Office preferred
• Experience with order placement systems and tools preferred
• Customer service experience in healthcare preferred
• Root cause analysis experience preferred
• Familiarity with call-center phone systems preferred
• Excellent phone skills with a focus on quality
• Ability to meet daily call center metrics (AHT, adherence, ASA, QA)

Responsibilities

• Interact with customers to place or reorder medical supplies and resolve issues
• Process orders for distribution centers and internal customers per scheduling and inventory
• Respond to questions, communicate delays, issues and resolutions
• Handle ~60–80 calls per day with professionalism and empathy
• Navigate multiple systems to provide order status updates and first-time resolution
• Explain insurance terminology and product offerings clearly
• Maintain compliance with regulatory standards in all tasks

Skills

Excellent phone skills

Active listening

Communication

Remote work experience

Microsoft Office

Order placement systems

Healthcare customer service

Root cause analysis

Call-center systems

Education

High school diploma

Tools

Microsoft Office

Order placement systems

Call-center phone 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 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.

Background

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.

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. As a work from home employee, the expectation is that you have your camera on when participating in your onboarding/training activities. Please note that work from home is not a substitute for childcare or eldercare, arrangements must be made ahead of your start date. You will be required to have a dedicated, quiet, private, distraction free environment with access to high-speed internet.

Internet requirements include the following: Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, WIFI extenders, Cellular/Hot Spot connections are NOT acceptable. If having connectivity issues and our IT dept. suspects connectivity issues are due to your ISP or your current set up, we will request that you change providers or rework your set up to not disrupt your daily productivity.

Download speed of (25Mbps – Minimum) but (50Mbps – Recommended) if nobody else at home streaming.

Upload speed of (10Mbps – Recommended)

Ping Rate Maximum of 30ms (milliseconds)

Hardwired to the router.

Surge protector with Network Line Protection for CAH issued equipment.

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

Who we are

Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. With 50 years of experience, approximately 48,000 employees and operations in more than 40 countries, Cardinal Health seizes the opportunity to address healthcare's most complicated challenges - now, and in the future.

Benefits

• 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

Compensation

Anticipated hourly range: $15.75/hr. - $18.50/hr.

Bonus eligible: NO

Application window

Application window anticipated to close: 11/9/2026

Equal Opportunity Employment

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 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.

Additional Information

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Headquartered

Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. We are a crucial link between the clinical and operational sides of healthcare, delivering end‑to‑end solutions and data‑driving insights that advance healthcare and improve lives every day. With deep partnerships, diverse perspectives and innovative digital solutions, we build connections across the continuum of care. With more than 50 years of experience, we seize the opportunity to address healthcare's most complicated challenges - now, and in the future. View Cardinal Health on YouTube