Job Number: 20017031

Location: Houston, TX

Date Posted: 7-22-2017

Job Title: Care Coordinator, Individualized Care

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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

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

Accountabilities in this role

  • Must possess good phone skills and ability to effectively communicate with patients and referral partners.
  • Responsible for handling inbound calls, with ability to determine needs and handle accordingly using communications provided by supervisor.
  • Ability to create and complete accurate referrals and applications and keep updated on policy or procedural changes.
  • Ability to resolve patient's questions and concerns regarding status of their request for assistance.
  • Ability to interact with the patient referral sources to process new applicants.
  • Mastery of patient account handling from initial contact through final approval/denial.
  • Be knowledgeable in insurance billing methods and general pharmacy operations.
  • Ability to properly utilize all systems for maximum efficiencies (Word, Excel, MS Outlook, company proprietary software - DiseaseTrak, telephone and call center software).
  • Ability to process all patient applications in accordance to set policy, procedures and PHI
  • Manage a high level of productivity
  • 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
  • Ability to multi-task while conversing.


  • High School education required.
  • 2-4 years related experience and/or training desired or equivalent combination of education and experience.
  • Experience should include knowledge of practices and procedures commonly used in a call center or customer service environment.
  • Primary job functions do not typically require exercising independent judgment.

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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