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.

Job Summary

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.

Responsibilities

• 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).

• Ensures compliance with insurance requirements, regulatory standards, and clinical guidelines while facilitating timely access to medically necessary equipment for patients

• 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 15Mbps (megabyte per second)

• Upload speed of 5Mbps (megabyte per second)

• Ping Rate Maximum of 30ms (milliseconds)

• Hardwired to the router

• Surge protector with Network Line Protection for CAH issued equipment

Anticipated hourly range: $22.30 per hour - $28.80 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 anticipated to close: 08/26/2026 *if interested in opportunity, please submit 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.

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.

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