Coordinator, Individualized Care

Cardinal Health

18h•$18 - $26•Remote

About The Position

The Coordinator, Individualized Care supports patient access to therapy through Reimbursement Support Services while following program business rules. The role guides patients through steps in their journey to therapy, including referral intake, investigation of health insurance benefits, and proactive follow-up with insurance payers, specialty pharmacies, support organizations, patients, and physicians to facilitate coverage and timely 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 for 40 hours per week. Employees must be flexible to work any shift schedule 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 and requires mandatory on-camera attendance. The remote workspace must be dedicated, quiet, private, and distraction-free, with qualifying high-speed internet. Cardinal Health provides the computer, technology, and equipment needed for the job; the employee provides the internet connection.

Requirements

1–3 years of experience is preferred.
High school diploma, GED, or equivalent work experience is preferred.
Must be flexible to work any shift schedule during Monday–Friday business hours, 8:00 a.m.–5:00 p.m. CST.
Must attend new-hire training from 8:00 a.m.–5:00 p.m. CST with camera on.
Must provide a dedicated, quiet, private, distraction-free remote workspace and qualifying high-speed internet.

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 as needed.
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.