Overview

Sr. Customer Service Representative – Nationwide Jobs in California, United States at Cardinal Health


Title: Sr. Customer Service Representative – Nationwide

Company: Cardinal Health

Location: California, United States

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 40 calls from customers and sales reps daily.  Customers and Sales Reps call, email, and submit inquiries through our live chat feature 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.

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

Work customer inquiries through Live Chat

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

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

A Covid-19 vaccination or a legitimate accommodation is required in order to be employed in this position. Covid-19 vaccination includes:

2 doses of the Moderna or Pfizer vaccine

1 dose of the Johnson & Johnson vaccine

*Covid-19 Vaccination Requirement does not apply to residents in the state of Montana

Please Note: vaccines may be required for the position subject to federal, state and/or customer requirements

Anticipated salary range: $16.20-$23.07/hour

Bonus eligible: No

Benefits: Health insurance, 401k Contributions, Paid Time Off…

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About Cardinal Health