Sr. Customer Service Representative

The Customer Care Account Management Representative is responsible for developing and maintaining relationships with approximately 5000+ retail independent pharmacies and their sales reps. They receive anywhere from 15 to 30 calls from customers and sales reps daily.  Customers and sales reps call and email to get resolution to pharmacy reimbursement, contracting, and claim adjudication questions/concerns/problems, making Customer Care Account Management Representatives the main conduit to Cardinal Health's managed care offerings for pharmacies, LeaderNET and MSInternet.

Customer Care Account Management Representatives work to ensure the pharmacy's back office runs smoothly and can answer questions related to the various solutions surrounding managed care and reimbursements.

It is a fast-paced environment where comfort talking on the phone to key stakeholders is paramount. Customer service, personal Leadership, and strong communication skills are a must. Managed care, reimbursement, and in-store pharmacy experience is a strong plus.

Qualifications

  • Bachelor's degree preferred or equivalent work experience
  • 1-3+ years of previous customer service experience required
  • Strong communication skills
  • Prior computer experience using Microsoft Office systems required
  • Managed care, reimbursement, and in-store pharmacy experience preferred
  • Strong verbal and written communication skills as well as great listening skills
  • Organizational skills
  • Detail-oriented
  • Multi-task oriented
  • Possess a strong work ethic and team player mentality
  • Has a pleasant, patient and friendly attitude
  • Rapport building with Sales
  • Ability to work independently


Accountabilities:

  • Will possess basic knowledge of all Managed Care solutions 
  • GMB Routing and Monitoring (Managed Care Support and COVID Support)
  • Customer outreach through email and over the phone
  • Manage an average of 10-15 customer cases at a time
  • Answer an average of 15-40 incoming calls per day from pharmacies and Sales Team
  • Lead as Managed Care point person on conference calls for pharmacy chains and buying groups
  • Attend and engage in daily Team huddle
  • Attend and engage in cross-departmental meetings
  • Shift will be 9AM to 6PM EST Monday-Friday

What is expected of you and others at this level:

  • Confident, articulate and professional speaking abilities
  • Maintain structured and organized day-to-day responsibilities
  • Adaptable to the fluctuating healthcare landscape and open to new ideas and concepts
  • Acts as an advocate and liaison between the customer and the cardinal health organization
  • Applies basic concepts, principles and technical capabilities to perform routine tasks
  • Responsible for identifying and tracking customer pain points
  • Upholds department SOPs and SLAs and department goals
  • Able and willing to troubleshoot technical issues
  • Implement processes that improve overall customer experience

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.