Sr. Coordinator, Individualized Care (Case Manager)

What Individualized Care contributes to Cardinal Health

Clinical Operations is responsible for providing clinical specialties support and expertise in the areas of advice and consulting, research and patient care to internal business units and external customers.

Individualized Care provides care that is planned to meet the particular needs of an individual patient.

Qualifications

• 3-6 years of experience preferred
• High School Diploma, GED or technical certification in related field or equivalent experience preferred

What is expected of you and others at this level

• 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

Responsibilities

•            Handle customer escalated cases through investigation and case review

•            Contact customers to confirm approval/denials of coverage, co-pays, patient assistance programs, and verification of specialty pharmacy that will dispense their medication

•            Mediate effective resolution for complex payer/pharmacy issues toward a positive outcome to de-escalate

•            Answer requests from doctors and/or patients checking on the status of the case

•            Maintain quality while providing an empathetic and supportive experience to the patients, doctors, and physician offices

•            Support manufacturer field team members as required on case updates

•            Works internally with team members regarding patients’ cases

•            Ability to identify, document, and submit Adverse Events during customer contact or via received documentation

•            Conduct research associated with alternative funding or foundations to ensure the patient has the required information to receive product

•            Responsible for handling escalated cases and reporting to field-based representatives as needed

•            Conduct research as needed that is associated with escalations regarding patients, Physician’s offices, and pharmacy to resolve matters quickly

•            All associated responsibilities of the Benefit Verification Specialist role as needed

•            Support team with work overflow when needed

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)
• Hardwired to the router
• Surge protector