The Care Coordinator is responsible for supporting patient and doctors enrollments and/or communication channels during their drug reimbursement journey. 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.
Accountabilities in this role
- Responsible for efficiently processing inbound faxes and accurately entering data in designated CRM
- Responsible for handling all patient and doctors communication channels including both inbound and outbound calls, emails, text, and portal inquiries with ability to determine needs and provide resolution
- Responsible for reporting Adverse Events within the required timeframe
- Create and complete accurate referrals and applications and keep updated on policy or procedural changes
- Investigate and resolve patient/doctors inquiries and concerns in a timely manner
- Communicate via patient and/or doctor preferred method of communication for follow ups or confirmations
- Demonstrate superior customer support talents
- Interact with the patient referral sources to process new applicants
- Prioritize multiple, concurrent assignments and work with a sense of urgency
- Maintaining quality and providing an empathetic and supportive experience to the patient by controlling the patient conversation, educating the caller as they provide effective and efficient strategies and processes
What is expected of you and others at this level
- Applies acquired job skills and company policies and procedures to complete standard tasks
- Works on routine assignments that require basic problem resolution
- Refers to policies and past practices for guidance
- Receives general direction on standard work; receives detailed instruction on new assignments
- Refers to policies and past practices for guidance
- Receives general direction on standard work; receives detailed instruction on new assignments
- Consults with supervisor or senior peers on complex and unusual problems
Qualifications
- High School diploma or equivalent, preferred
- Previous customer service experience, preferred
- Previous healthcare experience, preferred
- Must have strong attention to details
- Good communication skills both verbally and written
TRAINING AND WORK SCHEDULES: Your new hire training will take place 8:00am-5:00pm CST, mandatory attendance is required.
This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 7:00am- 8:00pm CST.
REMOTE DETAILS: You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:
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