Bilingual Representative II, 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.

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 Bilingual Representative II, Customer Service Operations is responsible for providing exceptional service to members by handling inbound and outbound calls, addressing inquiries, resolving concerns, and processing product reorders. This role focuses on delivering accurate, timely, and professional support to ensure member satisfaction and retention.

Responsibilities

• Answer inbound calls and make outbound calls as needed to assist members with orders, inquiries, and concerns.

• Process product reorders accurately and efficiently, starting with diabetic testing supplies and CGM products; expand to other product lines after initial training.

• Provide professional and courteous service to resolve member issues on the first call whenever possible.

• Escalate complex issues via email to leadership or other departments when necessary.

• Maintain accurate member records by updating information in company systems promptly.

• Meet performance metrics including Average Handle Time (AHT), First Call Resolution (FCR), call volume targets (60+ calls per day), and other KPIs.

• Adhere to HIPAA guidelines and safeguard all confidential member information.

• Participate in ongoing training to learn new products and improve service quality.

• Collaborate with team members and other departments to ensure seamless member support.

• Attend required meetings and contribute feedback to improve processes and policies.

• Perform additional responsibilities or special projects as assigned.

Qualifications

• High School Diploma, GED, or equivalent work experience, preferred

• 1–3 years of customer service experience in a call center environment, preferred

• Fluent in English and Spanish (able to communicate clearly and effectively in both languages, verbally and in writing)

• Strong customer service skills with a proven ability to resolve issues and meet performance goals

• Basic knowledge of, or ability to learn, customer service processes and best practices

• Demonstrated success in achieving KPIs and objectives

• Proficiency in basic math and business calculations

• Working knowledge of computer systems and data entry; ability to learn new platforms quickly

• Basic proficiency in Microsoft Office applications (Word, Excel, Outlook)

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 supervisors or senior peers on complex and unusual problems

Anticipated hourly range: $15.70 per hour - $22.50 per hour

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