Senior Representative, Customer Service Operations

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.

Job Summary

The Senior Representative, 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.

Responsibilities

• Handle inbound and outbound calls with home health nurses to assist with order placement, gather missing information, and communicate order updates or delays
• Navigate multiple systems to research order statuses, verify patient details, and ensure accurate information is relayed to customers and updated in nurse-facing platforms
• Provide high-touch B2B customer service during complex, often lengthy calls involving multi-patient orders, translation needs, and urgent medical supply requests
• Manage manual order entry and support for orders placed via website or integrated EMR systems, ensuring accuracy and compliance across various suppliers
• Investigate and resolve shipment issues, documentation gaps, and general support inquiries via email, demonstrating strong analytical and computer skills
• Adapt to a dynamic workflow with varied daily tasks, ongoing training, and cross-functional collaboration, thriving in a role that values flexibility and attention to detail

Qualifications

• High School Diploma, GED or technical certification in related field or equivalent experience preferred
• 3-6 years of Customer Service inbound /outbound phone call center experience preferred
• Experience with medical insurance/billing knowledge preferred
• Prior computer experience using Microsoft Office systems strongly preferred

What is expected of you and others at this level

• Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
• In-depth knowledge in technical or specialty area
• Applies advanced skills to resolve complex problems independently
• May modify process to resolve situations
• Works independently within established procedures; may receive general guidance on new assignments
• May provide general guidance or technical assistance to less experienced team members

Benefits

• 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