Representative, Customer Service Operations

Country-wide Remote

US-Nationwide-FIELD

Full time

** Shift: Monday-Friday 8:30AM to 5:00PM EST & Rotating Saturdays 10AM-2PM EST (as frequent as business needs dictate)*
* ** _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 _*
* This position is a customer care specialist on the customer service team

** _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.

** _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

** _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;…