Rep II, Customer Service Representative - Voice
Cardinal Health View all jobs
- Taguig City, Metro Manila
- Permanent
- Full-time
- Handles client/patient questions, complaints, requests or inquiries with the highest degree of courtesy & professionalism, with the goal of one-call resolution & patient retention.
- Maintains a working knowledge of all company products & services, as may be required to work in one or more divisions or skill sets.
- Logs into systems as appropriate to skill set and/or task(s) assigned.
- Completes C/S documentation within 24 hours of service delivery, as required. Ensures that all required documentation is completed in accordance with company guidelines.
- Offers solutions for more effective & higher quality customer service.
- Responds to inquiries (inbound/outbound calls and emails): ascertains patient needs; responds appropriately & with urgency to patient requests, questions, complaints & concerns.
- Provides patients with accurate, timely, and satisfactory solutions to potential & arising complaints & concerns about their orders, devices, usage, and physician-ordered prescription(s).
- Overcomes objections & effectively resolves customer concerns with the goal of retaining patient accounts. Offers alternative solutions as appropriate.
- Ensures accurate changes and data entry of patient records in information systems, including service issues.
- Updates patient files for known changes to patient records.
- Is responsive to ongoing feedback & training from management.
- Assists other departments with patient processing or other patient issues as needed.
- Adheres to all policies and procedures related to providing consistent, superior customer/patient care.
- Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.
- Is reliable, engaged, and provides feedback as to improve processes and policies.
- Attends all department, team, and company meetings as required.
- Embraces and exemplifies Cardinal Health Values
- At least 1-3 years of experience, 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