Coordinator, Individulized Care

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 or equivalent, preferred

• Previous customer service experience, preferred

• Knowledge of practices and procedures commonly used in a call center or customer service environment, preferred

• Knowledge of Medicare, Medicaid and Commercially insured payer common practices and policies, preferred

• Ability to use well-known and company proprietary software for maximum efficiencies, preferred

• Maintain a high level of productivity, preferred

• Ability to multitask while conversing, preferred

What is expected of you and others at this level

• Applies acquired job skills and company policies and procedures to complete standard tasks

• Works on routine assignments that require basic problem resolution

• Refers to policies and past practices for guidance

• Receives general direction on standard work; receives detailed instruction on new assignments

• Refers to policies and past practices for guidance

• Receives general direction on standard work; receives detailed instruction on new assignments

• Consults with supervisor or senior peers on complex and unusual problems

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 ability to work the scheduled shift of Monday-Friday, 10:00am- 7:00pm CT.

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: $18.10 per hour - $25.80 per hour

Bonus eligible: No

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage

• Paid time off plan

• Health savings account