Representative - medical

Cardinal Health; Lexington (KY); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Health savings account (HSA)

Flexible spending accounts (FSAs)

Disability coverage

Job summary

Cardinal Health is seeking a Senior Representative, Customer Service Operations to deliver outstanding customer service, manage accounts, support sales, and coordinate with cross-functional teams to optimize service levels.

The role emphasizes contract administration, timely order fulfillment and post-sales issue resolution within a healthcare context.

Qualifications

• 3-6 years of customer service experience, preferred.
• High School Diploma, GED or equivalent work experience, preferred.
• Ability to provide strong customer service while multi-tasking between phone calls and e-mail support.
• Experience within healthcare customer service a plus.
• Ability to work a Monday-Friday schedule anywhere between 8:00am-4:30pm CST.

Responsibilities

• Manage customer accounts and provide sales support to field representatives.
• Handle orders, backorders, product change requests and pricing questions.
• Investigate and resolve customer inquiries and complaints; document issues.
• Collaborate across Commercial, Finance, Supply Chain and Operations to meet needs.
• Analyze account histories to support upsell and new opportunities.

Skills

Customer service

Education

High School Diploma or GED

Job description

Job Overview

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.

The Senior Representative, Customer Service Operations is responsible for providing outstanding customer service and managing accounts while providing sales support to field sales representatives. This job establishes, maintains and enhances customer service via appropriate contract administration, timely order fulfillment, and providing exemplary customer support including managing accounts and providing sales support to field sales representatives.

The job is also responsible for tracking demand and backorders, complaint and incident reporting and supporting post-sales issue resolutions. The job works directly with customers to strengthen Cardinal Health's operational performance, strengthen existing customer relationships and assists with the prospecting of new business opportunities. The Senior Representative, Customer Service Operations collaborates cross functionally with Commercial, Finance, Supply Chain and Operations teams to ensure customer account needs are met, and operational performance is optimized to enhance customer experience.

Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded.

Manages customer account activity including, but are not limited to; customer order fulfillment, customer backorders/substitutes, product change requests, new/lost business submissions and coordinating any customer questions / issues that may arise.

Provides outsourced services to customers relating to invoicing, reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.

Collects and reviews customer feedback, complaints, recalls and product returns.

Identifies customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency and develop new customer opportunities.

Supports process improvement initiatives, including but not limited to opportunities for optimizing inventory levels, suppliers and operational performance, cost control and profitability and ultimately customer service.

Builds strong relationships with key business stakeholders (Supply Chain, Finance, Operations, Marketing and Commercial) to work in collaborative approach for improved customer service.

Communicates with customers regarding their needs, questions, and concerns.

Manages cases regarding reporting, backorders, customer complaints, and pricing and processes product complaint and incident reports.

Supports general sales by analyzing account histories, and coordinating internal resources to resolve customer needs.

Investigates and reports on anomalies and discrepancies in point of sales systems, website ordering, and general customer complaint issues.

Redirects customers to applicable in-house resources as necessary.

Supports general post-sales issues resolutions as necessary.

Qualifications

3-6 years of customer service experience, preferred

~ High School Diploma, GED or equivalent work experience, preferred

~ Ability to provide strong customer service while multi-tasking between phone calls and e-mail support.

~ Experience within healthcare customer service a plus

~ Ability to work a Monday-Friday schedule anywhere between 8:00am-4:30pm CST.

Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments

May provide general guidance or technical assistance to less experienced team members

Salary and Benefits

Anticipated hourly range:

$Bonus eligible:

Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• ~ Medical, dental and vision coverage
• ~ Health savings account (HSA)
• ~ Flexible spending accounts (FSAs)
• ~ Short- and long-term disability coverage

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.

EEO Statement

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. 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.