Job Number: 20019777

Location: Lewisville, TX

Date Posted: 8-8-2017

Job Title: Coordinator, Individualized Care

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Job Description: Coordinator, Individualized 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

  • 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

  • Responsible for handling inbound calls, with ability to determine needs and provide one call resolution
  • Create and complete accurate referrals and applications and keep updated on policy or procedural changes
  • Investigate and resolve patient/physician inquiries and concerns in a timely manner
  • Enter detailed information into company proprietary software while conversing via telephone
  • Place outbound phone calls for patient follow ups or confirmations
  • Demonstrate superior customer support talents
  • Interact with the patient referral sources to process new applicants
  • Steward patient accounts from initial contact through final approval/denial
  • Prioritize multiple, concurrent assignments and work with a sense of urgency
  • 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

Qualifications

  • 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.
  • Knowledge in insurance billing methods and general pharmacy operations, preferred
  • Ability to utilize all systems for maximum efficiencies (Word, Excel, MS Outlook, company proprietary software - DiseaseTrak, telephone and call center software).
  • Manage a high level of productivity, preferred
  • Ability to multi-task while conversing, preferred

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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