Rep. II, Connect Order Placement Phone and Fax

Customer Service Representative

Shift : New employee training takes place Monday-Friday, 8 : 00am-5 : 00pm EST, mandatory attendance is required. Once the training is completed, the leader connects with the agent on the go-forward shift. This position is full-time (40 hours / week). Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8am-9pm EST Mon-Fri and 9am-3pm EST Sat. Agents assigned a shift with a Saturday will receive a shift differential of $1 / hr. Agents assigned a shift that ends at or after 8pm in their local time zone, will receive a shift differential of $2 / hr. In addition, based on seasonal fluctuations in volume, there are times throughout the year where overtime is mandated.

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 :

As a Service Center our mission is to deliver exceptional experiences for our customers (HCP, Manufacturer or direct customer with chronic illness), ensuring accuracy in our work and upholding our commitment to on-time delivery to provide peace of mind when it matters most. Engage with our customers where and when they need us, through various communication channels including written communication, verbal communication, fax, call / phone, email, text, web, and other platforms. Place inbound orders via fax transmissions and answer inbound calls from customers to place orders for medical supplies. Act as a liaison, addressing and resolving order issues, researching accounts, and providing resolutions in a high-volume call center environment. Strive to enhance customer experience by providing accurate and timely responses with empathy and urgency to the customer's needs. Maintain a high level of accuracy in all tasks.

Responsibilities : Required to meet customer needs throughout the entire order placement lifecycle. Responsible for providing customer assistance, including, but not limited to, order placement and product knowledge, as well as providing orders status, order discrepancies, and resolving customer complaints. Handles high call volumes consistently throughout the workday from customers, caregivers, and referral sources; managing calls that range in complexity and sensitivity while maintaining composure. Maintains a positive, empathetic, and professional attitude toward customers and co-workers always. Adheres to business processes to ensure all work is done compliantly and in accordance with regulatory standards. Make decisions on document interpretation while using tools and SOPs. Leverages critical thinking while reviewing the account and moving it along the customer journey. Interprets the meaning of insurance terminology, plans, and documentation, and explain it in an easy-to-understand way to our customers. Identifies and communicates appropriate next steps and expectations to customers based on system messaging, insurance requirements, and the order placement process. Operates on company-provided hardware and navigates multiple applications throughout the day to address customer concerns. Consults with the Supervisor and leverages Agent Support Line to resolve our customers' concerns, aiming at a first-call resolution. Must meet performance and service level goals outlined by the department.

Qualifications : High school diploma, GED, or equivalent, or equivalent work experience preferred. 2-4 years of experience in a high-volume call center where communication and active listening skills have been utilized, preferred. Proven ability to successfully work in a fast-paced call center environment, taking back-to-back calls through your work shift. Excellent phone and customer service skills with a focus on quality, empathy, and first call resolution. Previous experience working in a remote / work-from-home setting is preferred. Prior experience with Microsoft Office, order placement systems and tools, and data entry is preferred. Customer service experience is required, with a focus on quality and achieving daily metrics such as production goals, average handle time, adherence, average speed to answer, and QA. Root cause analysis experience is preferred.

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.

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.

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

Application window anticipated to close : 11 / 03 / 2025

• if interested in opportunity, please submit application as soon as possible. The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidates 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.