[Hiring] Customer Service Operations Representative @Cardinal Health

Role Description

This position is a customer care specialist on the customer service team.

• 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.

Qualifications

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

Requirements

• 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 supervisors or senior peers on complex and unusual problems.

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.