Lead Coordinator (Contractor Conversion)

Cardinal Health

5d•Remote

About The Position

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. The Lead Coordinator, Individualized Care provides guidance, expertise and problem resolution to call center employees in day to day activities. This role plans, directs, supervises, and evaluates work flow and coordinates work activities to achieve the volume expected to meet operational requirements. The Lead Coordinator, Individualized Care provides assistance to Coordinators guiding patients through the various process steps of their patient journey to therapy. This role handles escalated calls and mediates effective resolution for complex payer/pharmacy issues toward a positive outcome and provides a positive patient experience. This role carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Requirements

6+ years of experience, preferred
High School Diploma, GED or technical certification in related field or equivalent experience, preferred
Comprehensive knowledge in technical or specialty area
Ability to apply knowledge beyond own areas of expertise
Performs the most complex and technically challenging work within area of specialization
Preempts potential problems and provides effective solutions for team
Works independently to interpret and apply company procedures to complete work
Provides guidance to less experienced team members
May have team leader responsibilities but does not formally supervise.
Dedicated, quiet, private, distraction free environment with access to high-speed internet.
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

Responsibilities

Monitors team workflow and runs daily call stat reports.
Helps facilitate process improvement and develop strategies to promote employee adherence to performance goals.
Provides assistance to management as needed.
Develops employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work.
Conducts team meetings to update employees on company expectations and best practices.
Possess the ability to process new and existing patients through every aspect of patient administration and provide assistance to team as needed.
Handles first level escalation calls, addresses complaints, and helps resolve issues.