What Individualized Care contributes to Cardinal Health

Delivering an exclusive model that fully integrates direct drug distribution to site-of-care with non-commercial pharmacy services, patient access support, and financial programs, Sonexus Health, a subsidiary of Cardinal Health, helps specialty pharmaceutical manufacturers have a greater connection to the customer experience and better control of product success. Personalized service and creative solutions executed through a flexible technology platform means providers are more confident in prescribing drugs, patients can more quickly obtain and complete therapy, and manufacturers can directly access more actionable insight than ever before. With all services centralized in our custom-designed facility outside of Dallas, Texas, Sonexus Health helps manufacturers rethink how far their products can go.

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

Responsibilities in this role

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

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 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 (HSA)
401k savings plan
Access to wages before pay day with myFlexPay
Flexible spending accounts (FSAs)
Short- and long-term disability coverage
Work-Life resources
Paid parental leave
Healthy lifestyle programs

Application window anticipated to close: 02/01/2025 *if interested in opportunity, please submit application as soon as possible. The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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Coordinator, Individualized Care