Care Coordinator, Access And Patient Support

What Individualized Care contributes to Cardinal Health

Delivering an exclusive model that fully integrates direct drug distribution to site-of-care with non-commercial pharmacy services, patient access support, and financial programs, Sonexus Health, a subsidiary of Cardinal Health, helps specialty pharmaceutical manufacturers have a greater connection to the customer experience and better control of product success. Personalized service and creative solutions executed through a flexible technology platform means providers are more confident in prescribing drugs, patients can more quickly obtain and complete therapy, and manufacturers can directly access more actionable insight than ever before. With all services centralized in our custom-designed facility outside of Dallas, Texas, Sonexus Health helps manufacturers rethink how far their products can go.

What is expected of you and others at this level

• Refers to policies and past practices for guidance
• Works on routine assignments that require basic problem resolution
• Receives general direction on standard work; receives detailed instruction on new assignments
• Applies acquired job skills and company policies and procedures to complete standard tasks
• Receives general direction on standard work; receives detailed instruction on new assignments
• Consults with supervisor or senior peers on complex and unusual problems
• Refers to policies and past practices for guidance

Responsibilities

• Maintaining quality and providing an empathetic and supportive experience to the patient by controlling the patient conversation, educating the caller as they provide effective and efficient strategies and processes
• Escalates highly complex and difficult issues as needed to senior team members and Individualize Care leadership.
• Follows up with patients, pharmacies, physicians and other support organizations as needed regarding inquiries.
• Enter detailed information into company proprietary software while conversing via telephone
• First point of contact handling inbound calls, with ability to determine needs and provide one call resolution
• Investigate and resolve patient/physician inquiries and concerns in a timely manner
• Demonstrate superior customer support talents
• Responsible for reporting adverse events within the required timeframe
• Handles sensitive information and personal data with discretion including prescriptions, personal information, date of birth, financials and insurance information.
• Create and complete accurate referrals and applications and keep updated on policy or procedural changes
• Place outbound phone calls for patient follow ups or confirmations
• Interact with the patient referral sources to process new applicants
• Meets key performance indicators including service levels, call volumes, adherence and quality standards.
• Steward patient accounts from initial contact and assist throughout final approval/denial of therapy

Qualifications

• High School diploma or equivalent, preferred
• Knowledge of practices and procedures commonly used in a call center or customer service environment, preferred
• Ability to multitask while conversing, preferred
• Knowledge of Medicare, Medicaid and Commercially insured payer common practices and policies, preferred
• Previous customer service experience, preferred
• Maintain a high level of productivity, preferred
• Ability to use well-known and company proprietary software for maximum efficiencies, preferred

Training and Work Schedules: Your new hire training will take place 8:00am-5:00pm CST, mandatory attendance is required. This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 7:00am- 7:00pm CST.

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)

• Hardwired to the router
• Surge protector with Network Line Protection for CAH issued equipment
• Upload speed of 5Mbps (megabyte per second)
• Ping Rate Maximum of 30ms (milliseconds)

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.