Rep II, Customer Service Operations

The NCMS Processing Specialist is responsible for handling inbound and outbound calls in our high-volume call center, verifying and reviewing potential or established patients’ accounts in order to ensure our ability to provide premium customer care and service.  The Processing Specialist will work within the scope of responsibilities as dictated below with guidance and support from our New Patient Care leadership team.

• Conducts inbound and/or outbound calls to patients, doctors’ offices, and/or insurance companies.
• Qualifies patients’ orders and insurance eligibility based on physicians’ orders.
• Completes patient file maintenance and enters initial orders into database.  Reviews all proper documentation for exporting patient information.
• Ascertains that all changes to patients’ records are accurately entered in the appropriate application after each call.
• Ensures that new patients receive all required forms, documents, and disclosure statements.
• Answers incoming patient calls; ascertains patient needs; responds appropriately and with urgency to patient requests, questions, complaints and concerns.
• Develops and maintains knowledge of all products and services offered by the company.

• Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.
• Maintains accurate and detailed notes in the company system.
• Adapts quickly to frequent process changes and improvements.
• Is reliable, engaged, and provides feedback to improve processes and policies.
• Attends all department, team, and weekly company meetings as required.
• Appropriately routes incoming calls when necessary.
• Meets patient service quality standards.

Embraces and exemplifies the Cardinal Health values: 
Invites Curiosity, Builds Partnerships, Inspires Commitment, Develops Self and Other


The NCMS Data Entry Associate is responsible for receiving, reviewing, sorting and input documents for various departments, as well as processing, validating & verifying physicians orders. The Data Entry Associate will work within the scope of responsibilities as dictated below with guidance and support from our Customer Care leadership team.

Receives, reviews, sorts, and inputs documents in data systems.
• Reviews discrepancies in data received, requests clarification or advises supervisor of issues related to data/documents.
• Performs data verification process in accordance to with company procedures before scanning/approving document in patient’s file.
• Contacts doctors' offices to verify and obtain accurate patient information in order to service patients.
• Ensures accurate update & entry of changes are recorded as requested by physicians and/or patients.
• Provides doctors' office personnel & internal personnel with accurate, timely, and satisfactory solutions to potential & arising complaints or concerns pertaining to physician ordered prescription(s).
• Logs receipt of all mail; ensures appropriate processing of all incoming mail; ensures documents are sorted & placed in mailboxes as appropriate.
• Develops and maintains knowledge of all products and services offered by the company.
• Maintains proper phone skills and quality of calls.
• Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.
• Maintains accurate and detailed notes in the company system.
• Adapts quickly to frequent process changes and improvements.
• Is reliable, engaged, and provides feedback as to improve processes and policies.
• Attends all department, team, and company meetings as required.
• Appropriately routes incoming calls when necessary.
• Meets patient service quality standards.

QUALIFICATIONS

• 1 year of voice experience
• SHS Grad or completed at least 2 years in college
• Insurance, Medicare verification and claims experience desirable
• Demonstrated success in meeting goals and objectives
• Proficiency in basic math and business calculations
• Working knowledge of computer/data entry with the ability to learn new systems
• Basic level of MS Office proficiency
• Basic knowledge of medical terminology
• Experience with data entry or other related filing/clerical work

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. 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.