[Remote] Representative, Customer Service Operations

Note: The job is a remote job and is open to candidates in USA. Cardinal Health is hiring a customer care specialist for its Customer Service Operations team. The role supports patients by resolving questions and complaints, managing order and account issues, and maintaining accurate records while providing professional, compliant customer service.

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

Skills

• Must be proficient in both English and Spanish languages
• 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
• High School Diploma, GED or equivalent work experience, preferred
• 1-3 years of experience, preferred
• Customer service experience in a call center environment is desirable

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPa*y*
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs
• Country-wide remote work

Company Overview

Company H1B Sponsorship