Lead Coordinator, Indiividualized Care

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

  • Takes the lead in effectively applying and teaching new processes and skills in order to accomplish a wide variety of assignments
  • Comprehensive knowledge in technical or specialty area
  • Ability to apply knowledge beyond own areas of expertise
  • Performs the most complex and technically challenging work within area of specialization
  • Preempts potential problems and provides effective solutions for team
  • Works independently to interpret and apply company procedures to complete work
  • Provides guidance to less experienced team members
  • May have team leader responsibilities but does not formally supervise

Accountabilities in this role

The Team Lead guides call center employees for day to day activities. This individual must carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.

  • Monitor team workflow and run daily call stat reports
  • Help facilitate process improvement and develop strategies to promote employee adherence to performance goals
  • Provide assistance to management as needed
  • Develop employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work
  • Conduct team meetings to update employees on company expectations and best practices
  • Possess the ability to process new and existing patients through every aspect of patient administration and provide assistance to team as needed
  • Handle first level escalation calls, address complaints, and help resolve issues


  • Knowledge in company daily operations and functions specific to program
  • Ability to manage a high level of productivity while maintaining quality
  • Experience conducting and documenting patient health insurance benefit investigations, prior authorizations, and appeals
  • Strong attention to detail
  • Knowledge of Medical/Pharmacy billing and coding is preferred
  • Two years college and/or 2-4 years related experience and/or training desired
  • Must be able to work 7:00 AM to 4:00 PM Shift