Representative II, Customer Care Order Placement

Customer Service Operations at Cardinal Health

Customer Service is integral to establishing, maintaining, and enhancing customer business through contract administration, order processing, and problem resolution. Customer Service Operations specifically provides outsourced services related to medical billing, reimbursement, and other support, acting as a key liaison for problem-solving, research, and dispute resolution.

Job Summary

As a Representative II, Customer Care Order Placement, you will be responsible for answering inbound calls to place orders or reorders for medical supplies. You will act as a liaison, address order issues, research customer accounts, and provide resolutions in a high-volume call center environment. This role processes orders for distribution centers and internal customers, managing them according to scheduling, demand planning, and inventory needs. You will administer orders in internal systems, respond to customer inquiries, and clearly communicate any delays, issues, or resolutions. Additionally, you will process non-routine orders, such as product samples, and ensure all special requirements are met.

Responsibilities

The Representative II, Customer Care Order Placement operates as a Universal Agent, capable of managing the entire order placement lifecycle for our customers. Your primary responsibilities will include providing comprehensive customer assistance, such as order placement, product information, order status updates, resolving order discrepancies, and addressing customer complaints, handling approximately 60-90 incoming calls per day.

• Answer incoming phone calls from customers, caregivers, and referral sources regarding medical supplies with a sincere interest in their needs.
• Handle high call volumes consistently throughout the workday, managing calls of varying complexity and sensitivity while maintaining customer composure.
• Process orders for new and existing customers, collecting necessary information for insurance billing and processing payments as needed.
• Operate company-provided hardware and navigate multiple computer programs to effectively address customer concerns.
• Consult with Supervisors or Team Leads on complex and unusual problems.
• Adhere strictly to business processes to ensure all work is performed compliantly and in accordance with regulatory standards.
• Navigate multiple systems and consult with internal resources to provide order status updates, aiming for first-call resolution.
• Interpret insurance terminology, plans, and documentation, explaining them clearly and understandably to customers.
• Explain products and offerings to customers, ensuring compatibility with their specific conditions.
• Identify and communicate appropriate next steps and expectations to customers based on system messaging, insurance requirements, and the order placement process.
• Maintain a positive, empathetic, and professional attitude towards customers and co-workers at all times.

Qualifications

• High school diploma, GED, equivalent, or equivalent work experience preferred.
• 1-3 years of experience in a high-volume call center utilizing communication and active listening skills preferred.
• Previous experience in a remote/work-from-home setting is preferred.
• Prior experience working with Microsoft Office is preferred.
• Prior experience with order placement systems and tools is preferred.
• Customer service experience in the healthcare industry is preferred.
• Root cause analysis experience is preferred.
• Familiarity with call center phone systems is preferred.
• Excellent Phone Skills with a focus on quality.
• Previous experience achieving daily call center metrics (e.g., average handle time, adherence, average speed to answer, QA) is required.

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 requiring basic problem resolution. Refers to policies and past practices for guidance. Receives general direction on standard work; detailed instructions on new assignments. Consults with supervisor or senior peers on complex and unusual problems.

Remote Work Details

This is a full-time, work-from-home position. During new hire training (Monday-Friday, 9:00 AM - 6:00 PM EST, mandatory attendance), you are expected to have your camera on. Post-training, your schedule will be determined by a shift bid based on business needs, requiring flexibility to work any hours between 8:00 AM - 9:00 PM EST, including Saturdays. Remote work requires a dedicated, quiet, private, distraction-free environment with high-speed internet. Acceptable internet connections include DSL, Cable, or Fiber (hardwired to the router). Dial-up, satellite, WIFI, WIFI extenders, and Cellular/Hot Spot connections are NOT acceptable. Required internet speeds are a minimum download of 25Mbps (50Mbps recommended) and a minimum upload of 10Mbps, with a maximum ping rate of 30ms. Ensure a surge protector with Network Line Protection for company-issued equipment.

Compensation & Benefits

Anticipated hourly range: $15.75 - $18.50 per hour. Bonus eligible: No. Cardinal Health offers a comprehensive benefits package including medical, dental, and vision coverage, paid time off, Health Savings Account (HSA), 401k savings plan, access to wages before payday with myFlexPay, Flexible Spending Accounts (FSAs), short- and long-term disability coverage, Work-Life resources, paid parental leave, and healthy lifestyle programs.

Application Information

Application window anticipated to close: 7/10/2026. Interested candidates should apply as soon as possible. The hourly range is an estimate; actual pay is determined by factors including geographical location, education, experience, skills, and internal pay equity.

Diversity & Inclusion

Cardinal Health encourages applications from individuals who are returning to the workforce, have disabilities, do not have a college degree, and Veterans. We support an inclusive workplace that values diversity of thought, experience, and background, and empowers employees to be their authentic selves. Cardinal Health is an Equal Opportunity/Affirmative Action employer, ensuring all qualified applicants receive consideration 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 protected status.

Key skills/competency

Customer Service Representative II, Order Placement, Call Center, Customer Support, Medical Supplies, Insurance Billing, Problem Resolution, Communication Skills, Data Entry, Healthcare Industry.