What Performance Monitoring contributes to Cardinal Health

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality.

The team’s insight help improve customer experience, identify training needs for agents, help optimize the operations, and help make-date-driven decisions to enhance overall efficiency and effectiveness of the contact center.

Qualifications

Bachelor's degree in related fieldExperience in a customer service environmentStrong problem-solving and analytical skillsExcellent verbal and written communication skillsProficient in data analysis toolsOpen to B4, P1s and P2s (should meet IJP criteria)Edgepark knowledge is a mustWas able to accomplish either of the following:

Worked in Insurance Verification full time for at least 6 months or;

Enrolled and passed the Official Payor 101 training 

** Interested employees have to be in his/her current role for a minimum of 1 year to be eligible to apply for this position.

What is expected of you and others at this level

Collaborate with stakeholders to determine the key performance indicators (KPIs) and data needs for the contact center.Use related tools to oversee the design, development, and maintenance of performance scorecards.Extract, cleanse, and transform data from diverse sources in order to generate accurate and meaningful reports and dashboards.Analyze performance data in order to identify trends, patterns, and insights that can inform operational enhancements and strategic decisions.Interpret complex data sets and translate findings into actionable management recommendations.Validate and reconcile information across multiple systems on a regular basis to guarantee data accuracy and integrity.Collaborate with cross-functional teams to collect business requirements and customize performance reports to meet needs.

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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