Senior Customer Service Authorization Specialist

Overview of Customer Service Operations at Cardinal Health Our Customer Service team is dedicated to fostering strong relationships with customers through effective contract administration, order management, and problem-solving. Customer Service Operations plays a crucial role in providing outsourced support related to medical billing and reimbursement, ensuring seamless communication between customers and service providers. Position Summary The Senior Customer Service Authorization Specialist will oversee the complete process of medical authorization requests, ensuring timely access to essential DME products like CGMs, insulin pump supplies, and related equipment. This position entails submitting authorizations, managing status checks, and resolving denials efficiently across multiple payer channels while delivering exceptional service to patients, healthcare providers, and payer partners. Key Responsibilities Manage medical authorization requests for DME products, utilizing payer portals, phone calls, and fax for submissions. Conduct thorough validation steps, including documentation verification, coverage confirmation, and coding review (ICD-10, HCPCS), ensuring completeness before submission. Regularly monitor and follow up on authorization statuses using payer portals, phone communications, and fax correspondence. Address authorization denials by coordinating with prescribers, payers, and internal teams; resubmit documentation as needed. Engage professionally with patients, providers, medical groups, and payers to clarify requirements, request necessary information, and provide status updates. Collaborate with Order Fulfillment teams to ensure prompt processing of work orders and product dispense upon authorization approval. Document all actions accurately, adhering to established SLA timeframes, including a 24-hour turnaround expectation for assigned tasks. Handle an average of 5-15 inbound and outbound calls daily regarding authorizations, status inquiries, and escalations. Support grievance and escalation management by taking ownership of outcomes and prioritizing patient impact. Identify workflow bottlenecks or specific payer issues, escalating them to leadership for process improvement opportunities. Act as a resource for peers, providing guidance consistent with expectations for a senior-level representative and assisting leadership with team coordination tasks. Eligibility Requirements 3-6 years of relevant experience preferred. High School Diploma, GED, or equivalent work experience preferred. Insight into insurance authorization processes. Basic knowledge of ICD-10 and HCPCS coding. Familiarity with insurance verification procedures and DME authorization workflows. Expectations of this Role Effectively applies knowledge of job and company policies to complete various assignments. Possesses in-depth knowledge in a technical or specialty area. Utilizes advanced skills to independently resolve complex problems. May adapt processes to address unique situations. Works independently within established procedures; may receive general guidance on new assignments. May provide guidance or technical support to less experienced team members. Anticipated hourly range: $16.75 - $21.75 Bonus eligibility: No Benefits: Cardinal Health offers a comprehensive array of benefits to support your health and well-being. Medical, dental, and vision coverage. Paid time off program. Health savings account (HSA). 401k savings plan. Access to earned 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 window anticipated to close: 04/26/2026. If you are interested in this opportunity, please submit your application as soon as possible. The listed hourly range is an estimate. Pay at Cardinal Health is determined by various factors including geographical location, relevant education, experience, and evaluation of internal pay equity. Cardinal Health encourages applicants who are back-to-work, individuals with disabilities, those without a college degree, and veterans to apply. We are an equal opportunity employer that values diversity and inclusion in our workforce. All qualified applicants will receive consideration 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, or any other protected status as defined by law. To review our privacy notice, please refer to our privacy policy document.

Created: 2026-03-11