Representative II, Customer Service - New Patient Care
Cardinal Health · United States
- Hybrid
- Full-time
- $32,760 / year
- United States
Job highlights
- Engage patients for medical equipment delivery.
- Conduct outbound calls, build patient trust.
- Verify information, guide onboarding process.
- Handle 80+ calls, 150+ accounts daily.
- Ensure timely order processing and shipment.
About the role
Customer Service Representative II - New Patient Care
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.
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.
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.
Schedule & Training
SHIFT: Monday-Friday, 8:30am-5pm EST, mandatory attendance daily for training is required. Once you have completed new hire training, you will take part in a shift bid to determine your permanent schedule moving forward. Shift bid schedule is based on business need. Must be open & flexible to work any shift assigned after training period - hours would be between M-F 8am EST to 9:00pm EST & will also involve Saturday 9 am- 3 pm hours or as business needs occur.
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
Compensation & Benefits
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.
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
Application Window
Application window anticipated to close: 07/24/2026 *if interested in opportunity, please submit application as soon as possible.
Important Notes
The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.
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.
Key skills/competency
- Customer Service Representative II - New Patient Care
- Patient Onboarding
- Outbound Calls
- Customer Engagement
- HIPAA Compliance
- Durable Medical Equipment
- Diabetes Supplies
- Problem Resolution
- Call Center Operations
- Patient Support
Skills & topics
- Customer Service Representative
- New Patient Care
- Call Center
- Patient Onboarding
- Outbound Calls
- Customer Engagement
- HIPAA
- Durable Medical Equipment
- Diabetes Supplies
- Problem Resolution
- Cardinal Health
- Healthcare
- Medical Billing
- Medical Reimbursement
How to get hired
- Tailor your resume: Highlight call center experience and patient interaction skills for this Customer Service Representative II role.
- Craft a compelling cover letter: Emphasize your empathy, problem-solving abilities, and understanding of HIPAA for new patient care.
- Prepare for behavioral questions: Practice scenarios related to handling patient inquiries, de-escalating issues, and maintaining productivity.
- Understand Cardinal Health's mission: Research their commitment to patient care and inclusive workplace values to align your application.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the hourly pay range for the Customer Service Representative II - New Patient Care position at Cardinal Health?
- The anticipated hourly range for this role at Cardinal Health is $15.75 to $18.50. Please note that the final pay is determined by various factors including location, experience, and education.
- What are the typical working hours for the Customer Service Representative II - New Patient Care role after training?
- After completing new hire training, you will participate in a shift bid. The hours can range from Monday-Friday, 8:00 am to 9:00 pm EST, and may also include Saturday hours from 9:00 am to 3:00 pm, depending on business needs.
- Is this a remote or on-site position for the Customer Service Representative II - New Patient Care at Cardinal Health?
- Based on the provided schedule details, which include specific EST hours and mandatory daily attendance for training, this position appears to be on-site. The role involves specific shift times and a shift bid process, typical of an on-site or hybrid arrangement.
- What is the primary responsibility of the Customer Service Representative II - New Patient Care at Cardinal Health?
- The primary responsibility is to engage with patients referred by partner pharmacies to initiate service, ensure timely delivery of medical equipment and supplies, and guide them through the onboarding process with empathy and professionalism.
- What qualifications are preferred for the Customer Service Representative II - New Patient Care position?
- Preferred qualifications include 1-3 years of customer service experience in a call center environment and a High School Diploma, GED, or equivalent work experience.
- How many calls does a Customer Service Representative II - New Patient Care handle daily?
- A Representative II, Customer Service – New Patient Care is expected to manage approximately 80+ combined inbound and outbound calls per day and an average of 150+ patient accounts per month.
- What benefits does Cardinal Health offer to its employees?
- Cardinal Health offers a comprehensive benefits package including medical, dental, and vision coverage, paid time off, HSA, 401k, flexible spending accounts, disability coverage, work-life resources, paid parental leave, and healthy lifestyle programs.
- Does Cardinal Health encourage applications from veterans or individuals with disabilities for the Customer Service Representative II - New Patient Care role?