Representative II, Customer Service (New Patient Onboarding)

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. 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 Operations processes orders for distribution centers and other internal customers in accordance to scheduling, demand planning and inventory. The Representative II administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order.

Schedule: varies depending on location

• 8:30 AM-5:00 PM Eastern Time

• 8:00 AM-4:30 PM Pacific Time

• 5:30 AM-2:00 PM Pacific Time

Responsibilities

The New Patient Onboarding Representative is responsible for verifying all new patients' primary and secondary insurances to determine coverage In addition to the representative will review, enter and qualify referrals and leads through Medical Policy Review.

• Responsible for verifying patient insurance through either a phone call or web.

• Reprocessing orders

• Multitasking

• Completing 53+ audits per day.

• Contact the primary and secondary insurance and obtain all pertinent information per standard department procedure.

• Process and enter manufacturer and HCP referrals per standard department procedure,

• Enter all information into the computer insurance screen.

• Verify all benefits and determine if collection is needed. Forward orders to the appropriate destination or queue.

• Assist in team projects as needed.

• Comply with laws and regulations as they pertain to services provided by the Company. This includes supporting and demonstrating compliance with the Company's Compliance and HIPAA Plans.

• Promptly report any information regarding a known or suspected violation of any applicable laws, regulations, standards or company policy.

• Represent the culture and values of the Company to other groups, agencies and the general public, and ensure accuracy of public information materials.

• As applicable, attend in-service, continuing education or seminar programs to stay current with industry and community trends.

• Attend all required Compliance, HIPAA and other scheduled training.

• As applicable, present to management and staff.

• Identify, support and demonstrate the Company's culture and values to ensure quality service to both internal and external company customers.

• Support and demonstrate the Company's values.

• The duties listed above are intended to outline the main responsibilities of this position. The duties are not intended to be all-inclusive or to limit the discretionary authority of supervisors to assign other tasks of a similar nature or level of responsibility.

Qualifications

• Customer focused results

• HS Diploma, GED or equivalent experience preferred

• 1+ years' experience in related field preferred

• Detail-oriented

• Good communication skills written & verbal Strong verbal & written communication skills are essential

• Good computer skills, computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word)

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 pr

  Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.