Lead Representative, Customer Operations Support
Cardinal Health - Baltimore, MD

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Title: Lead Representative, Customer Operations Support
Location: Maryland-Baltimore-Baltimore- FIELD Baltimore Mtr
Job Number: 13003236
JOB TITLE: Lead Representative, Customer Operations Support

At Cardinal Health, we're developing the innovative products and services that make healthcare safer and more productive. Join a growing, global company genuinely committed to making a difference for our customers and communities.

Function: Customer Service
Family: Customer Operations Support
What Customer Operations Support contributes to Cardinal Health
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.
What is expected of you for success in your role

  • Demonstrates both depth and breath of knowledge of product/service features and how products are used in customers'' businesses.
  • Demonstrates working knowledge of Health Insurance Portability and Accountability Act of 1996 (HIPAA).
  • Evaluates customer requests and ensures proper action is taken.
  • Performs billing and collection activities, including verification and pre-billing in an accurate and timely manner.
  • Responds to billing questions from patients and third party payers.
  • Creates and maintains customer files.
  • Prepares monthly reports.
  • Provides appropriate level of customer support on complex customer issues.
  • Coordinates problem resolution.
  • Documents product/service issues and resolution techniques for the benefit of the team.
  • Shares learning experiences with other team members about product issues and resolution techniques to improve overall effectiveness.
  • Provides comprehensive level of customer support by explaining products/services for alternatives and customer solutions.
  • Shares information and learning experiences with other team members about customer solutions.
Qualifications:
What is expected of you and others at this level in Customer Service for functional success

Accountabilities in this role

  • Recover drugs that are administered or dispensed to indigent patients without third part prescription coverage
  • Build relationships with and act as liaison to doctors, patients and pharmaceutical companies regarding program systems and processes
  • Answer questions regarding the Cardinal Health policies and procedures related to the reimbursement program
  • Routinely visit key contacts within the health system to ensure high level of service and assist in program participation
  • Maintain daily contact with patients, nurses, doctors, social services, pharmacy personnel, drug sales reps and pharmaceutical companies
  • Discuss medication options with physician and patient based on accessibility and availability (outpatient environment)
  • Answer pharmacy's questions regarding day to day operational issues, product/vendor information
  • Manage and process applications to pharmaceutical manufacturer's Patient Assistance Programs" for recovery of drugs administered/dispensed to indigent patients without third party coverage
  • Educate physician, patient and drug companies on program mission, guidelines, requirements and appropriate referral
  • Extensive patient evaluation/counseling to determine eligibility for assistance
  • Identify and resolve rejected applications, including accessing comparable drug regimen
  • Refer patients that do not qualify for programs to other outside assistance, i.e., local charities
  • Manage drug recovery application process
  • Monitor and track value of drugs recovered for billing and reporting
  • Qualifications
  • Bachelor''s degree or equivalent work experience
  • 5 years work experience
  • Prior computer experience using Microsoft Office systems required
  • Strong Project Management & Customer Service skills
  • Must be able to travel. Position will be based 2/3 out of Med Star in Balitimore and 1/3 out of Cumberland Western Maryland Health Systems
  • Ability to work under low level of supervision
  • Experience in the pharmaceutical industry / pharmaceutical technician highly desired

Cardinal Health - 20 months ago - save job - copy to clipboard
About this company
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Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a $108 billion health care services company that improves the...