Representative II, Customer Care Order Placement

* Answer incoming phone calls from customers, caregivers, and applicable referral sources regarding various medical supplies while having sincere interest in the speaker
* Ability to handle high call volumes consistently throughout the workday that range in complexity and sensitivity while maintaining composure with customers
* Process orders for new and existing customers, collecting necessary information for insurance billing; collect payment as needed
* Operate company provided hardware and navigate multiple computer programs throughout the day to address customer's concerns
* Consults with Supervisor or Team Lead on complex and unusual problems
* Adhere to business processes to ensure all work is being done compliantly and in accordance with regulatory standards
* Navigate multiple systems and consult with internal resources to provide order status updates to achieve first time call resolution
* Interpret the meaning of insurance terminology, plans and documentation and explain what it means in an easy-to-understand way
* Explain our products and offerings to our customers to ensure compatible with customer conditions
* Identify and communicate appropriate next steps and expectations to customers based upon system messaging, insurance requirements, and order placement process
* Maintain a positive, empathetic, and professional attitude toward customers and co-workers at all times
* High school diploma, GED or equivalent, or equivalent work experience, preferred
* 2-4 years' experience in high volume call center preferred where communication and active listening skills have been utilized
* Previous experience working in a remote/work from home setting is preferred
* Prior experience working with Microsoft Office is preferred
* Prior experience working with order placement systems and tools preferred
* Customer service experience in prior healthcare industry preferred
* Root cause analysis experience preferred
* Familiarity with call-center phone systems preferred
* Excellent Phone Skills with a focus on quality
* Previous experience being able to achieve daily call center metrics including but not limited to average handle time, adherence, average speed to answer, QA
* 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

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.
*
* 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.
** 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 myFlex Pay
* Flexible spending accounts (FSAs)
* Short- and long-term disability coverage
* Work-Life resources
* Paid parental leave
* Healthy lifestyle programs

Headquartered in Dublin, Ohio, 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.

We are a crucial link between the clinical and operational sides of healthcare, delivering end‑to‑end solutions and data‑driving insights that advance healthcare and improve lives every day. With deep partnerships, diverse perspectives and innovative digital solutions, we build connections across the continuum of care.

With more than 50 years of experience, we seize the opportunity to address healthcare's most complicated challenges — now, and in the future.
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