Representative II, Customer Service - New Patient Care

Customer Service Operations

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.

Work Schedule : 8 : 30 AM ET to 5 : 00 PM ET, Monday to Friday (Remote)

Job Summary

The Representative II, Customer Service New Patient Care is responsible for engaging with patients referred by partner pharmacies to initiate service and ensure timely delivery of durable medical equipment and diabetes-related supplies. This role focuses on building trust through warm outbound calls, verifying patient information, and guiding patients through the onboarding process with empathy and professionalism.

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.

Qualifications

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

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 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.

Anticipated hourly range : $15.75 per hour - $18.50 per hour. Bonus eligible : No.

Benefits : Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

Application window anticipated to close : 1 / 09 / 2026

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply. Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity / expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.