[Hiring] Customer Care Order Placement Representative II @Cardinal Health

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Role Description

Your new hire training will take place Monday-Friday, 8:00am-5pm EST, mandatory attendance is required. Once you have completed new hire training, you will take part in a shift bid to determine your schedule. Shift bid schedule is based on business need. Must be open & flexible to work any hours 8am EST to 9:00pm EST & will also involve Saturday hours.

Responsible for answering inbound calls from customers to place orders or reorders of medical supplies. Agents will act as a liaison, problem-solving order issues, researching accounts and providing resolutions in a high-volume call center.

The Representative II, Customer Service Operations processes orders for distribution centers and other internal customers in accordance with scheduling, demand planning and inventory. The Representative II administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order.

Responsibilities

  • Operate as a “Universal Agent” to meet customer needs throughout the entire order placement lifecycle.
  • Provide customer assistance, including but not limited to:
    • Order placement
    • Product information
    • Order status
    • Order discrepancies
    • Customer complaints
  • Answer approximately ~60-80 incoming calls per day from customers, caregivers, and applicable referral sources regarding various medical supplies.
  • Handle high call volumes consistently throughout the workday while maintaining composure with customers.
  • Process orders for new and existing customers, collecting necessary information for insurance billing; collect payment as needed.
  • Operate company provided hardware and navigate multiple computer programs to address customer concerns.
  • Consult with Supervisor or Team Lead on complex and unusual problems.
  • Adhere to business processes to ensure compliance with regulatory standards.
  • Navigate multiple systems and consult with internal resources to provide order status updates for first call resolution.
  • Interpret insurance terminology, plans, and documentation and explain it in an easy-to-understand way.
  • Explain products and offerings to customers to ensure compatibility with their conditions.
  • Identify and communicate appropriate next steps and expectations to customers based on system messaging, insurance requirements, and order placement process.
  • Maintain a positive, empathetic, and professional attitude toward customers and co-workers at all times.

Qualifications

  • High school diploma, GED or equivalent, or equivalent work experience, preferred.
  • 2-4 years' experience in high volume call center preferred.
  • Previous experience working in a remote/work from home setting is preferred.
  • Prior experience working with Microsoft Office is preferred.
  • Prior experience working with order placement systems and tools preferred.
  • Customer service experience in prior healthcare industry preferred.
  • Root cause analysis experience preferred.
  • Familiarity with call-center phone systems preferred.
  • Excellent Phone Skills with a focus on quality.
  • Previous experience achieving daily call center metrics including but not limited to average handle time, adherence, average speed to answer, QA.

Requirements

  • 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.

REMOTE DETAILS

You will work from home, full-time. As a work from home employee, the expectation is that you have your camera on during onboarding/training activities. Work from home is not a substitute for childcare or eldercare; arrangements must be made ahead of your start date. You will need a dedicated, quiet, private, distraction-free environment with access to high-speed internet.

  • Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, WIFI extenders, Cellular/Hot Spot connections are NOT acceptable.
  • Download speed of 25Mbps (Minimum) but 50Mbps (Recommended) if nobody else at home is streaming.
  • Upload speed of 10Mbps (Recommended).
  • Ping Rate Maximum of 30ms (milliseconds).
  • Hardwired to the router.
  • Surge protector with Network Line Protection for CAH issued equipment.

Benefits

  • Medical, dental and vision coverage.
  • Paid time off plan.
  • 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.
  • Healthy lifestyle programs.

Application Information

Application window anticipated to close: 8/21/2026. If interested in the opportunity, please submit your application as soon as possible.

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.

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.

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