Remote Sr. Customer Service Representative B3 - Full Time

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:

  • Medical, Dental and Vision coverage starting Day 1
  • 401K match program starting Day 1
  • 23 days of Paid Time off after 90-day probation period
  • Health savings account (HSA) & Flexible spending accounts (FSAs)
  • Work-Life resources
  • Paid parental leave
  • Healthy lifestyle programs

Schedule details:

Your new hire training will take place Monday-Friday, 8:30am-5pm EST, mandatory attendance is required.  Once you have completed new hire training, you will take part in a shift bid to determine your schedule.  

This position is full-time (40 hours/week).  Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8am-9pm EST Mon-Fri and 9am-3pm EST Sat.  Agents assigned a shift with a Saturday workday will receive a shift differential of $1/hr. Agents assigned a shift at OR after 8:00 PM will receive a $2/hr shift differential.

In addition, based on seasonal fluctuations in volume, there are times throughout the year where overtime is mandated. 

REMOTE DETAILS: You will work from home, full-time. It will require a quiet, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet.

What Customer Operations Support contributes to Cardinal Health

Responsible for answering inbound calls from new and existing customers to place medical supply orders, providing status of orders as well as new order insurance verifications.  Agents will act as a liaison, problem-solving order issues, researching accounts and providing resolutions in a high-volume call center. 

Qualifications:

  • High school diploma, GED or equivalent, or equivalent work experience, preferred
  • 3-5 years’ experience preferred
  • Computer experience using Microsoft Office systems required
  • Customer service experience required
  • Familiarity with call-center phone systems preferred
  • Expert level communication and active listening skills
  • Excellent phone skills/etiquette
  • Quality focused
  • Keen attention to detail, especially documenting for proper information
  • Capacity to navigate stressful situations with ease
  • Ability to achieve daily call center metrics

Accountabilities:

  • Provide customer service to patients, families and medical providers
  • Applies advanced skills to resolve complex problems independently
  • Effectively applies knowledge of job and company policies and procedures to effectively resolve customer inquires
  • Inbound/Outbound phone calls to/from customers, caregivers, and applicable referral sources
  • Ability to handle high call volumes (~60+ calls per day)
  • Navigate multiple computer programs throughout the workday
  • Process orders for new and existing customers, collecting necessary information for insurance billing; collect payment as needed
  • Uses provided resources/company websites to navigate customer's concerns
  • Consults with Supervisor or Team Lead on complex and unusual problems
  • Ensure customer satisfaction and provide professional customer support

Soft Skills:

  • Communication and active listening skills
  • Keen attention to detail
  • Maintaining a positive, empathetic, and professional attitude toward customers and co-workers at all times
  • Capacity to navigate stressful situations with ease
  • Ability to achieve daily call center metrics

The Colorado Department of Labor requires all employers to provide the following information for all positions that could be performed in the state of Colorado
Anticipated salary range: $16.2019 - $23.1731
Bonus eligible: No
Benefits: Health insurance, 401k Contributions, Paid Time Off, Vacation, STD/LTD
 

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.