Senior Coordinator, Individualized Care

Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. Our diverse expertise in pharma, payer and hub services allows us to deliver best-in-class solutions—driving brand and patient markers of success. We’re continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification and adherence. Our non-commercial specialty pharmacy is centralized at our custom-designed facility outside of Dallas, Texas, empowering manufacturers to rethink the reach and impact of their products.

Together, we can get life-changing therapies to patients who need them—faster.

Responsibilities

This position serves as the first line of communication for Health Care Providers who require special handling.  The position is responsible for identifying and reporting hinderances in the patient’s access to therapy to reduce future delays in the process and communicate policies/best practices for Health Care Providers in accordance with the program requirements.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities

to perform the essential functions.

• Customer Service and Customer Focus driven
• Phone Skills
• Listening
• Verbal Communication
• Data Entry Skills
• Product Knowledge - Insurance, reimbursement, specialty pharmaceutical
• Objectivity
• Dependability
• Multi-tasking
• Maintain document queue
• Primary point of contact for client’s field team
• Responsible for maintaining a daily case log of all enrollments that come into the program 
• Participate in meetings with client and client’s field team
• First point of contact for escalated cases from physician offices
• Perform other activities related to internal initiatives as assigned

Qualifications

• High school diploma or equivalent work experience, preferred
• 1-2 years’ experience, preferred
• Medical Benefits reimbursement experience, preferred
• Oncology experience, preferred
• Experience and knowledge in the healthcare management industry including Commercial and Government plans, Prior Authorizations, and Appeals
• Experience with Microsoft Office products including Word, PowerPoint, Teams, Outlook, and Excel 
• Excellent observation skills to easily identify trends and problems while providing solutions 
• Superior written & verbal communication skills  
• Required to effectively present information in a one-on-one and small group situations to customers, clients, and other employees 

What is expected of you and others at this level in Customer Service for functional success 

• Investigate and resolve customer inquiries and concerns in a timely manner
• Mediate effective resolution for complex payer/pharmacy issues toward a positive outcome
• Proactive follow-up with various contacts to ensure patient access to therapy
• Demonstrate superior customer support talents
• Prioritize multiple, concurrent assignments and work with a sense of urgency
• Must communicate clearly and effectively in both a written and verbal format
• Be familiar with long- and short-range changes in the reimbursement environment including Medicare, Medicaid, Managed Care, and Commercial plans while planning for various scenarios that may impact the manufacturer’s product

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)
• Upload speed of 5Mbps (megabyte per second)
• Ping Rate Maximum of 30ms (milliseconds)