Representative II, Customer Care Order Placement

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

Responsible for answering inbound calls from customers to place orders or reorders of medical supplies. Agents will act as a liaison, problem-solving order issues, researching accounts and providing resolutions in a high-volume call center.

The Representative II, Customer Care Order Placement processes orders for distribution centers and other internal customers in accordance with scheduling, demand planning and inventory. The Representative II administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order.

Responsibilities

The Representative II, Customer Care Order Placement operates as a “Universal Agent”, who is able to meet the needs of our customers throughout the entire order placement lifecycle.  Ultimately, qualified candidates will be responsible for providing customer assistance, including, but not limited to, order placement, product information, order status, order discrepancies, and customer complaints for approximately 60-90 incoming calls per day.

• 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

Qualifications

• High school diploma, GED or equivalent, or equivalent work experience, preferred

• 1-3 years' experience in high volume call center where communication and active listening skills have been utilized, preferred

• 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, and/or QA

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