Representative II, Customer Service - New Patient Care

Cardinal Health is a leading healthcare services and products company, and they are seeking a Representative II, Customer Service – New Patient Care. This role is responsible for engaging with patients to initiate service and ensure timely delivery of durable medical equipment and diabetes-related supplies through warm outbound calls and supportive guidance.

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

Requirements:

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