Bilingual Sr. Coordinator, Patient Access (Care Coordinator)

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:

• Responsible for handling inbound and outbound calls, with ability to determine needs and provide one call resolution
• Responsible for reporting adverse events within the required timeframe
• 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

• High School Diploma, GED or equivalent work experience
• Fluent in both Spanish and English required
• 1-3 years in related field preferred
• Previous customer service experience, preferred
• Knowledge of practices and procedures commonly used in a call center or customer service environment, preferred
• Clear knowledge of Medicare, Medicaid & Commercial payer policies and guidelines for coverage, preferred 
• Knowledge of Diagnostic Medical Expense and Medicare Administrative Contractor practices, preferred 
• Clear understanding of Medical, Supplemental, and pharmacy insurance benefit practices, preferred 
• Excellent written and oral communication, mediation, and problem-solving skills, including the ability to connect with patients, caregivers, and providers
• Strong people skills that demonstrate flexibility, persistence, creativity, empathy, and trust   
• Robust computer literacy skills including data entry and MS Office-based software programs

• Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments 
• In-depth knowledge in technical or specialty area 
• Applies advanced skills to resolve complex problems independently 
• May modify process to resolve situations 
• Works independently within established procedures; may receive general guidance on new assignments 
• May provide general guidance or technical assistance to less experienced team members 

TRAINING AND WORK SCHEDULES: Your new hire training will take place 8:00am-5:00pm CST, mandatory on camera attendance is required.  

This position is full-time (40 hours/week).  Employees are required to have flexibility