Bilingual Field Support 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:

• Assigned as point of contact for physician offices, patients, and FRM (Field Reimbursement Managers) for patients enrolled into the patient support program
• Process enrollments via fax, phone, and electronically as needed.
• Receive inbound calls and make outbound calls as needed.
• Track key patient metrics, analyzing data to identify trends and areas for improvement, and generating reports for stakeholders.
• Anticipate potential problems, refer to policies and past practices for guidance and develop and execute effective solutions.
• Provide additional support and handle any escalated patient cases
• Complete audits and provide guidance and training to junior case managers on best practices in case management, patient interaction, and navigating internal and external systems.
• Actively participate in initiatives to improve care delivery, streamline processes, and enhance patient experience within the patient support program.
• Actively communicate and support leadership with feedback, when necessary
• Manage recurring meetings with FRMs to discuss accounts

Qualifications:

• 5 plus years of industry experience with patient-facing or high touch customer interaction experience preferred
• Fluency in Spanish required
• High School diploma or equivalent preferred
• Previous Hub or Patient Support Service experience highly preferred
• In-depth understanding of health insurance benefits, relevant state and federal laws and insurance regulations preferred
• Strong understanding of pharmaceutical therapies, disease states, and medication adherence challenges preferred
• Significant experience in managing complex patient cases within a healthcare setting, preferably with a focus on specialty medications 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:

• 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
• 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, 7:00am- 8:00pm 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 with Network Line Protection for CAH issued equipment 

Anticipated hourly range: $21.50 per hour - $30.65 per hour 

Bonus eligible: No 

Benefits: Car