Representative II, Customer Service - New Patient Care

Cardinal Health

1d•$16 - $19

About The Position

What Customer Service Operations contributes to Cardinal Health Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution. Customer Service Operations is responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution. Job Summary The Representative II, Customer Service – New Patient Care is responsible for engaging with patients referred by partner pharmacies to initiate service and ensure timely delivery of durable medical equipment and diabetes-related supplies. This role focuses on building trust through warm outbound calls, verifying patient information, and guiding patients through the onboarding process with empathy and professionalism.

Requirements

1-3 years of customer service experience in a call center environment, preferred
High School Diploma, GED or equivalent work experience, preferred
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

Responsibilities

Serves patients over the phone to initiate their first order of diabetes testing supplies and related products.
Conducts warm outbound calls to patients referred by partner pharmacies, introducing services and guiding them through the onboarding process.
Provides exceptional customer service by answering questions, explaining products, and ensuring patients feel supported and informed.
Collects and verifies patient demographics, insurance details, and account information in compliance with HIPAA regulations.
Maintains high productivity standards, including managing 80+ combined inbound and outbound calls per day and an average of 150+ patient accounts per month.
Ensures timely processing and shipment of patient orders, meeting or exceeding individual and department goals.
Collaborates with internal teams and provider support staff to confirm eligibility and resolve any order-related issues.
Documents all interactions and maintains detailed notes in the company system for continuity and compliance.
Demonstrates accountability for each patient interaction, ensuring a smooth onboarding experience and quick access to necessary supplies.
Upholds a positive, patient-focused approach, especially when working with older populations who may be cautious about scams.