Sr Coordinator, Individualized Care (Case Manager)

Cardinal Health

8d•$21 - $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. 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.

Requirements

High School Diploma, GED or technical certification in related field or equivalent experience, preferred.
Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments.
In-depth knowledge in technical or specialty area.
Applies advanced skills to resolve complex problems independently.
May modify process to resolve situations.
Works independently within established procedures; may receive general guidance on new assignments.
May provide general guidance or technical assistance to less experienced team members.
Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location.
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.

Nice To Haves

3-6 years of experience preferred.

Responsibilities

Supports patient access to therapy through Reimbursement Support Services in accordance with the program business rules and HIPAA regulations.
Guides the patient through the various process steps of their patient journey to therapy, including patient referral intake, investigating all patient health insurance benefits (pharmacy and medical benefits), and proactively following up with various partners including the insurance payers, specialty pharmacies, support organizations, and the patient/physician to facilitate coverage and delivery of product in a timely manner.
Investigates and resolves patient/physician inquiries and concerns in a timely manner.
Mediates effective resolution for complex payer/pharmacy issues toward a positive outcome to de-escalate.
Proactively follows up with various contacts to ensure patient access to therapy.
Demonstrates superior customer support talents.
Prioritizes multiple, concurrent assignments and works with a sense of urgency.
Communicates clearly and effectively in both a written and verbal format.
Demonstrates a superior willingness to help external and internal customers.
Works alongside teammates to best support the needs of the patient population or will transfer caller to appropriate team member (when applicable).
Maintains accurate and detailed notations for every interaction using the appropriate database for the inquiry.
Self-audits intake activities to ensure accuracy and efficiency for the program.
Makes outbound calls to patient and/or provider to discuss any missing information as applicable.
Assesses patient’s financial ability to afford therapy and provides hands-on guidance to appropriate financial assistance.
Ensures documentation is clear and accurate and stored in the appropriate sections of the database.
Tracks any payer/plan issues and reports any changes, updates, or trends to management.
Handles escalations and ensures proper communication of the resolution within the required timeframe agreed upon by the client.
Effectively mediates situations in which parties are in disagreement to facilitate a positive outcome.
Concurrently handles multiple outstanding issues and ensures all items are resolved in a timely manner to the satisfaction of all parties.
Supports team with call overflow and intake when needed.
Proactively follows up with various partners including the insurance payers, specialty pharmacies, support organizations, and the patient/physician to facilitate coverage and delivery of product in a timely manner.