Cardinal Health
Medical Billing
RepresentativeII,CustomerCareOrderPlacement
“Representative II, Customer Care Order Placement at Cardinal Health. Skills: Customer Service, Order Placement, Problem Solving. Answering inbound calls from customers to place orders or reorders of medical supplies. Acting as a liaison, problem-solving order issues, researching accounts and providing resolutions in a high-volume call center”
What You'll Achieve.
Achieve first time call resolution; Achieve daily call center metrics including but not limited to average handle time, adherence, average speed to answer, and/or QA
Industry & Context.
Problem resolution; Root cause analysis
Must have a dedicated, quiet, private, distraction free environment with access to high-speed internet, High-speed broadband internet connection (DSL, Cable, or Fiber), Download speed of (25Mbps – Minimum) but (50Mbps – Recommended), Upload speed of (10Mbps – Recommended), Ping Rate Maximum of 30ms (milliseconds), Hardwired to the router, Surge protector with Network Line Protection for CAH issued equipment, Camera on when participating in onboarding/training activities
What They're Looking For.
Must Have
High school diploma, GED or equivalent, or equivalent work experience, 1-3 years' experience in high volume call center where communication and active listening skills have been utilized, Previous experience working in a remote/work from home setting, Prior experience working with Microsoft Office, Prior experience working with order placement systems and tools, Customer service experience in prior healthcare industry, Root cause analysis experience, Familiarity with call-center phone systems, 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 You'll Do.
Answering inbound calls from customers to place orders or reorders of medical supplies
problem-solving order issues
researching accounts and providing resolutions in a high-volume call center
Processing orders for distribution centers and other internal customers in accordance with scheduling
demand planning and inventory
Administering orders in internal systems and responding to customer questions
clearly communicating delays
issues and resolutions
Processing non-routine orders
such as product samples
and ensuring that special requirements are included in an order
Providing customer assistance
and customer complaints for approximately 60-90 incoming calls per day
Answering incoming phone calls from customers
and applicable referral sources regarding various medical supplies
Handling high call volumes consistently throughout the workday that range in complexity and sensitivity while maintaining composure with customers
Processing orders for new and existing customers
collecting necessary information for insurance collect payment as needed
Operating company provided hardware and navigating multiple computer programs throughout the day to address customer's concerns
Consulting with Supervisor or Team Lead on complex and unusual problems
Adhering to business processes to ensure all work is being done compliantly and in accordance with regulatory standards
Navigating multiple systems and consulting with internal resources to provide order status updates to achieve first time call resolution
Interpreting the meaning of insurance terminology
plans and documentation and explaining what it means in an easy-to-understand way
Explaining products and offerings to customers to ensure compatibility with customer conditions
Identifying and communicating appropriate next steps and expectations to customers based upon system messaging
insurance requirements
and order placement process
Maintaining a positive
and professional attitude toward customers and co-workers at all times
How You'll Work.
Team & Collaboration
Consults with Supervisor or Team Lead on complex and unusual problems; Consults with supervisor or senior peers on complex and unusual problems
Communication Scope
Excellent Phone Skills
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