Specialist, Customer Service – Wound Care Rare Disease Program

What Customer Service 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.

This Specialist role for the Wound Care Rare Disease Program is part of the at-Home Solutions business in the newly acquired Strive Medical Customer Experience team. We are growing the Wound Care business with this highly specialized customer service role to support patients with Epidermolysis Bullosa and Hidradenitis Suppurativa.   The Wound Care Customer Success Team works on all new wound care orders while providing a white glove touch, working with customers from the start of their order through the end. Specialists will verify insurance, handle inbound & outbound calls to customers, collect medical documentation from doctor's offices, review documentation with the customer’s insurance medical policy, submit or route for prior authorization and perform final biller tasks to release orders - all while maintaining customer contact throughout the process. This individual contributor position is a remote-based role.

Work with patients & referrals to provide an outstanding order experience for patients  Case management coordination efforts across patients and providers to evaluate patient eligibility, medical billing and reimbursement, and other services to provide Durable Medical Equipment (DME).   Answer questions and provide guidance on the order process, and be responsible for order to shipment  Provide excellent customer service experience to first time patients in order to ensure their confidence in our process and make a great first impression  Contact healthcare representatives and patients regarding order status or required documentation  Perform all insurance verification tasks for customer orders  Perform all necessary documentation & prescription requirements based on insurance guidelines  Ensure clinical notes and addendum documentation is valid  Follow up with calls to provider offices for requesting clinical documentation (including addendums, etc.) or re-fax to appropriate healthcare representative  Determine if prior authorization is required and if so, submit or route appropriately and follow up based on insurance guidelines  Qualifications  2-4 years of experience, preferred  Bachelor's degree in related field, or equivalent work experience, preferred  Brightree or other DME system knowledge preferred  Outstanding customer service skills Ability to manage multiple stakeholders is vital  Excellent verbal and written communication skills  High attention to detail, accuracy, and operational follow-through skills  What is expected of you and others at this level  Applies basic concepts, principles and technical capabilities to perform routine tasks  Works on projects of limited scope and complexity  Follows established procedures to resolve readily identifiable technical problems  Works under direct supervision and receives detailed instructions  Develops competence by performing structured work assignments  REMOTE DETAILS: You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:   Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location.   Dial-up, satellite, WIFI, Cellular connections are NOT acceptable.   Download speed of