Senior Coordinator, Performance Monitoring

Cardinal Health

10d•$22 - $31•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. What Performance Monitoring contributes to Cardinal Health: Performance Monitoring is responsible for establishing, maintaining, and enhancing customer business through contract administration, customer orders, and problem resolution. Performance Monitoring is responsible for monitoring, analyzing, and reviewing customer contact quality.

Requirements

HS Diploma, GED or technical certification in related field or equivalent experience, preferred. Diploma or degree in relevant field desirable.
3+ years’ call quality audit experience strongly preferred.
Data collection and trend reporting experience is essential for this role.
Proficiency in MS Office applications required – Outlook, Excel, PowerPoint, and Word.
Excellent verbal and written communication skills.
High regard for superior quality of service.
Ability to prioritize and manage multiple responsibilities.
Experience handling tasks where attention to detail is critical to success.

Nice To Haves

3+ years’ experience in a patient support program or hub field would be an asset.
Adverse Event reporting and reconciliation experience strongly preferred.
Bilingual Spanish would be an asset.

Responsibilities

Evaluate calls and cases to assess performance based on a standard set of criteria, providing constructive feedback and recognition to employees 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.
Track and report 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.
Maintain a comprehensive understanding of quality systems and methodologies as well as knowledge of applicable regulations, standards, and operating procedures.
Conduct investigations/root cause analysis and formulate corrective action recommendations.
Show an understanding of the program requirements and be capable of conducting gap assessments based on those requirements.
Uphold quality standards that adhere to company, regulatory, and HIPAA policies and procedures.
Collaborate across various functions, interpret requirements, educate and influence others regarding those requirements.
Identify training needs or potential disciplinary actions which will be reported to leadership.
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.
Develop strategic alliances and cooperate with stakeholders to achieve mutual goals.
Demonstrate resourcefulness by adeptly securing and efficiently deploying resources.
Analyze complex and high-quality, sometimes contradictory, information to solve problems effectively.
Hold oneself and others accountable for meeting commitments and objectives.
Exhibit situational adaptability by adjusting approach and demeanor in real time to meet the changing demands of various situations.
Create and implement diverse communication strategies that clearly address the specific requirements of various target audiences.

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