Coordinator, Individualized Care

Cardinal Health

1d•$18 - $26•Remote

About The Position

The Coordinator, Individualized Care supports patient access to therapy through Reimbursement Support Services in accordance with program business rules. The role guides patients through their journey to therapy, including referral intake, investigation of health insurance benefits, and follow-up with insurance payers, specialty pharmacies, support organizations, patients, and physicians to facilitate timely coverage and product dispensing. The coordinator works to resolve complex payer and pharmacy issues, provide a positive patient experience, and answer inbound questions with customer service and technical expertise. This is a full-time remote position, 40 hours per week. Employees must be flexible to work any shift during normal business hours, Monday through Friday, 8:00 a.m. to 5:00 p.m. CST. New-hire training is scheduled from 8:00 a.m. to 5:00 p.m. CST, with mandatory on-camera attendance. The remote work location must provide a dedicated, quiet, private, distraction-free environment and meet the stated high-speed internet requirements. Cardinal Health provides the computer, technology, and equipment needed for the job; the employee provides the internet connection.

Requirements

Preferred 1–3 years of experience.
High school diploma, GED, or equivalent work experience preferred.
Ability to work remotely in a dedicated, quiet, private, distraction-free environment.
Provide a secure, high-speed broadband internet connection (DSL, cable, or fiber); dial-up, satellite, Wi-Fi, and cellular connections are not acceptable.
Internet connection must have at least 15 Mbps download speed, 5 Mbps upload speed, a maximum ping rate of 30 ms, and be hardwired to the router.
Use a surge protector with Network Line Protection for company-issued equipment.
Flexibility to work any shift during Monday–Friday, 8:00 a.m.–5:00 p.m. CST.
Attend new-hire training from 8:00 a.m.–5:00 p.m. CST with camera on.

Nice To Haves

1–3 years of experience.
High school diploma, GED, or equivalent work experience.

Responsibilities

Maintain a current, in-depth understanding of patient therapies, prior approval and reimbursement processes, and health care plan details.
Manage a queue of technical or complex therapy and reimbursement questions, using judgment to resolve service issues and problems within established authority and knowledge.
Meet key performance indicators, including service levels, call volumes, adherence, and quality standards.
Follow up with patients, pharmacies, physicians, and other support organizations regarding inquiries.
Handle sensitive information and personal data with discretion, including prescriptions, personal information, dates of birth, financial information, and insurance information.
Escalate highly complex and difficult issues to senior team members and Individualized Care leadership as needed.
Answer inbound questions and provide customer service and technical expertise to relevant parties.
Guide patients through referral intake, insurance benefit investigation, and follow-up steps that help facilitate coverage and timely product dispensing.