Sr. Coordinator, Patient Access (Reimbursement Specialist))

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

Qualifications:

• High School Diploma, GED or equivalent work experience

• 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

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 

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 to work any of our shift schedules during our normal business hours of Monday-Friday, 7:00 AM to 8:00 PM 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 with Network Line Protection for