Rep II, Customer Service Ops (Inbound and Outbound)

POSITION SUMMARY

The role 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 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 New Care 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: Invites Curiosity, Builds Partnerships, Inspires Commitment, Develops Self and Others

Qualifications

• With 2 years of work experience and must have 1 year of voice experience
• Minimum 6 months call center sales and/or customer service upsells and retention
• 2 years of college experience (UG2)

What is expected of you and others at this level

• Applies acquired job skills and company policies and procedures to complete standard tasks
• Works on routine assignments that require basic problem resolution
• Refers to policies and past practices for guidance
• Receives general direction on standard work; receives detailed instruction on new assignments
• Consults with supervisor or senior peers on complex and unusual problems

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.

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