Customer Care Associate II

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

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:

• Monday - Friday, 11:30am - 8pm eastern, additional hours as needed