Bilingual Representative, Customer Service Operations Position Available In Kennebec, Maine

Bilingual Representative, Customer Service Operations at Cardinal Health in

Augusta, Maine, United States Job Description Shift:

Monday-Friday 9:30AM to 6:00PM EST & Rotating Saturdays 10AM-2PM EST (as frequent as business needs dictate) 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 This position is a customer care specialist on the customer service team Responsibilities + 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 telephone inquiries (inbound/outbound calls): 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. + Ensures appropriate representation of ADS by demonstrating the greatest degree of professionalism & conduct. + 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 PH