Rep II, Customer Service Representative - Voice

NCMS New Patient Intake Specialist is responsible for initial and on-going communication with patients, providers, and internal departments to assure the accuracy and efficiency of a customer’s initial order of supplies. The New Patient Intake Specialist will work within the scope of responsibilities as dictated below with guidance and support from our New Patient Services leadership team.

ESSENTIAL FUNCTIONS

• Serves NCMS patients over the phone with initial order of diabetes testing supplies and related products.
• Manages and maintains moderate call volume per day, combined inbound and outbound calls.
• Provides excellent customer service while obtaining patient demographics.
• Determines patients’ needs and offers products and services as applicable.
• Ensures accurate and appropriate protocol is followed with each call (e.g. following script, obtaining patient demographics and insurance information).
• Demonstrates confidence and clarity with each call, to close sales and maximize upsells. Meets daily and weekly performance goals.
• Works closely with other departments and physician support teams to confirm patient orders are eligible for shipment.
• 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 ADS core values:
  • We grow together
  • We care
  • We obsess over the customer experience
  • We commit

OTHER RESPONSIBILITIES

• May perform any additional responsibilities or special projects as required.
• Duties and responsibilities may be subject to change based upon the needs of the department.
• May provide cross-functional support as business needs demand.

MINIMUM REQUIREMENTS

• 1 year of voice experience
• SHS Grad or completed at least 2 years in college
• Minimum 6 months call center sales and/or customer service upsells and retention
• Trained to handle four (4) or more product categories
• Knowledge of, or ability to learn all areas of new patient service specialization
• 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

EXPECTED COMPETENCIES

• Friendly, professional and effective communications skills; able to calmly present solutions in challenging
• situations
• Effective interpersonal skills
• Clear diction and knowledge of the English language, both written and verbal
• Service-orientation and aptitude to utilize proper listening skills
• Self-directed accountability and reliability
• Cultural competence
• Cross-trained on inbound and outbound calls

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.