Sr Coordinator, Performance Monitoring

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

• Leads the team by evaluating calls and cases to assess performance based on a standard set of criteria, providing constructive feedback and recognition to ensure high performance and continuous improvement. Accurately score transactions to gauge employee’s quality performance based on organizational and departmental policies and requirements.
• Monitor and evaluate team performance, whether voice or non-voice, of assigned entity and team, ensuring adherence to company quality standards, and compliance with industry regulations. Tracks and reports any trends from the customer experience that can be improved or celebrated.
• Analyze and provide weekly & monthly trend analysis to leadership.
• Provide support to leadership by participating in and hosting internal/external client calibration sessions.
• Engage in and lead projects to promote quality enhancements and/or broaden services for the team.
• Exhibits a comprehensive understanding of quality systems and methodologies.
• Maintains knowledge of the applicable regulations, standards, and operating procedures.
• Demonstrates proficiency in conducting investigations/root cause analysis and formulating corrective actions.
• Shows an understanding of the requirements and is capable of conducting gap assessments based on those requirements. Uphold quality standards that adhere to company, regulatory, and HIPAA policies and procedures.
• Displays knowledge of quality concepts including cost of quality, analytical metrics/statistics, trending, quality planning, validation, corrective action preventative action (CAPA), and problem-solving.
• Collaborates across various functions, interprets requirements, and educates and influences others regarding those requirements. Identifies training needs or potential disciplinary actions which will be reported to leadership.
• Demonstrates ability to build strong customer relationships and deliver customer-centric solutions.
• Optimize work processes by identifying effective and efficient methods to complete tasks, with an emphasis on continuous improvement.
• Develops strategic alliances and cooperates with stakeholders to achieve mutual goals.
• Demonstrates resourcefulness by adeptly securing and efficiently deploying resources.
• Analyzes complex and high-quality, sometimes contradictory, information to solve problems effectively.
• Holds oneself and others accountable for meeting commitments and objectives.
• Exhibits situational adaptability by adjusting approach and demeanor in real time to meet the changing demands of various situations.
• Creates and implements diverse communication strategies that clearly address the specific requirements of various target audiences.

Qualifications

• HS Diploma, GED or technical certification in related field or equivalent experience, preferred.
• Call quality audit experience strongly preferred.
• Proficiency in MS Office applications required – Outlook, Excel, PowerPoint, and Word.
• 3+ year experience in a patient support program or hub field strongly preferred.
• Adverse Event reporting experience strongly preferred.
• Adverse Event reconciliation experience strongly preferred.
• Quality Check process experience preferred (including fax redactions, call transcriptions, and data collection).
• Strong customer service/quality background experience.
• Excellent verbal and written communication skills.
• Strong prioritization skills.
• Strong leadership skills with some supervisory experience preferred.
• High regard for superior quality of service.
• Case quality audit experience preferred.
• Certification or degree in related field or equivalent experience preferred.
• Ability to prioritize and manage multiple responsibilities.
• Experience handling tasks where attention to detail is critical to success.
• Bilingual Spanish preferred.

What is expected of you and others at this level