Customer Care Associate II

Job Description

Job Description

Description:

Soleo Health is seeking a Customer Care Associate II to support our Specialty Infusion Pharmacy in Dublin, OH. Join us in Simplifying Complex Care!  

Must be able to work Monday - Friday 11:30am - 8pm with additional hours as needed.

Soleo Health Perks:

• Competitive Wages
• 401(k) with a Match
• Referral Bonus
• Paid Time Off
• Great Company Culture
• Annual Merit Based Increases
• No Weekends or Holidays
• Paid Parental Leave Options
• Affordable Medical, Dental, & Vision Insurance Plans
• Company Paid Disability & Basic Life Insurance
• HSA & FSA (including dependent care) Options
• Education Assistance Program

The Position:

The Customer Care Associate is responsible for delivering exceptional service to all callers, patients, caregivers, and healthcare partners. This role focuses on timely calls, warm-transferring callers to the appropriate team member, and responding to basic inquiries regarding delivery status, scheduled infusion dates, and general account balance questions. The Customer Care Associate also manages incoming faxed or scanned documents by assigning them appropriately and attaching them to the patient chart or routing them to the correct care team. Success in this position requires excellent customer service, strong technical proficiency, sound judgment, a sense of urgency, and consistent quality in all work performed. Responsibilities Include:

• Answer incoming calls promptly, professionally, and courteously.
• Warm-transfer calls to the appropriate internal team member or department.
• Provide accurate responses to basic inquiries including delivery status, scheduled infusion dates, and general account balance information.
• Monitor, assign, and process incoming faxed or scanned documentation, to include forwarding them to the appropriate care team.
• Document all interactions thoroughly and accurately within the designated systems.
• Navigate multiple technology platforms effectively to assist callers and process information.
• Maintain clear communication and collaborate with nursing, pharmacy, operations, revenue cycle management and other internal teams.
• Uphold a high level of customer service and professionalism.
• Demonstrate sound common sense, urgency, and quality focus when addressing caller needs.

Schedule:

• Must be able to work Monday - Friday 11:30am - 8pm with additional hours as needed.

• Minimum three (3) years’ experience in a health care services customer service center, call center, healthcare support, or related role.
• High School Diploma or equivalent required; associate degree preferred.
• Strong proficiency with technology, including Microsoft Office Suite and call handling software.
• Excellent verbal communication, listening, and problem-solving skills.
• Strong customer service skills with the ability to remain calm and supportive.
• Ability to learn and navigate electronic health record systems and document management tools.
• Exceptional organizational skills and attention to detail.
• Must be able to work Monday - Friday, 9:30am-6pm OR 11:30am - 8pm with additional hours as needed.

About Us: Soleo Health is an innovative national provider of complex specialty pharmacy and infusion services, administered in the home or at alternate sites of care. Our goal is to attract and retain the best and brightest as our employees are our greatest asset. Experience the Soleo Health Difference!

Soleo’s Core Values:

• Improve patients’ lives every day
• Be passionate in everything you do
• Encourage unlimited ideas and creative thinking
• Make decisions as if you own the company
• Do the right thing
• Have fun!

Soleo Health is committed to diversity, equity, and inclusion. We recognize that establishing and maintaining a diverse, equitable, and inclusive workplace is the foundation of business success and innovation. We are dedicated to hiring diverse talent and to ensuring that everyone is treated with respect and provided an equal opportunity to thrive. Our commitment to these values is evidenced by our diverse executive team, policies, and workplace culture.

Soleo Health is an Equal Opportunity Employer, celebrating diversity and committed to creating an inclusive environment for all employees. Soleo Health does not discriminate in employment on the basis of race, color, religion, sex, pregnancy, gender identity, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an organization, parental status, military service or other non-merit factor.

Keywords: Customer Service, Patient Support, Call Center Operations, Inbound Call Handling, Professional Phone Etiquette, Warm Call Transfers, Caller Assistance, Issue Resolution, Healthcare Customer Support, Patient Communication