Senior Coordinator, Individualized Care (Case Manager)
Internal Number: 20124456
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.
Must demonstrate a superior willingness to help external and internal customers, white glove service is a must
First point of contact on inbound calls and determines needs and handles accordingly
Creates and completes accurate applications for enrollment with a sense of urgency
Scrutinizes forms and supporting documentation thoroughly for any missing information or new information to be added to the database
Conducts outbound correspondence when necessary to help support the needs of the patient and/or program
Provides detailed activity notes as to what appropriate action is needed for the Benefit Investigation processing
Working alongside teammates to best support the needs of the patient population o Will transfer caller to appropriate team member (when applicable)
Resolve patient's questions and any representative for the patient's concerns regarding status of their request for assistance
Update internal treatment plan statuses and external pharmacy treatment statuses
Maintain accurate and detailed notations for every interaction using the appropriate database for the inquiry
Must self-audit intake activities to ensure accuracy and efficiency for the program
Make all outbound calls to patient and/or provider to discuss any missing information and/or benefit related information
Notify patients, physicians, practitioners, and or clinics of any financial responsibility of services provided as applicable
Responsible for placing all outbound calls to ensure the process is complete
Assess patient's financial ability to afford therapy and provide hand on guidance to appropriate financial assistance
Must follow through on all benefit investigation rejections, including Prior Authorizations, Appeals, etc. All avenues to obtain coverage for the product must be fully exhausted
Documentation must be clear and accurate and stored in the appropriate sections of the database
Must self-audit activities to ensure accuracy and efficiency for the program
Must track any payer/plan issues and report any changes, updates, or trends to management
Ability to search insurance options and explain various programs to the patient while helping them to select the best coverage option for their situation
Handle all escalations based upon region and ensure proper communication of the resolution within required timeframe agreed upon by the client
Serve as a liaison between client sales force and applicable party
Ability to effectively mediate situations in which parties are in disagreement and facilitate a positive outcome
Concurrently handle multiple outstanding issues and ensure all items are resolved in a timely manner to the satisfaction of all parties
Responsible for reporting any payer issues by region with the appropriate team
Log and maintain a reconciliation report for all Field requests to send to client at their designated preferred date range
Support team with call overflow and intake when needed
Must self-audit activities to ensure accuracy and efficiency for the program
As needed conduct research associated with issues regarding the payer, physician's office, and pharmacy to resolve issues swiftly.
Must have availability to work Monday-Friday 10am-7pm.
Previous customer service experience
High School diploma preferred
Demonstrated high level customer service
Patient Support Service experience
Clear knowledge of Medicare, Medicaid & Commercial payers policies and guidelines for coverage is required
Clear understanding of Medicare plans (A, B, C, D)
Knowledge of DME, MAC practices if preferred
Must have clear understanding of Medical, Supplemental, and pharmacy insurance benefit practices
1-2 years of Pharmacy and/or Medical Claims billing and Coding work experience
1-2 years' experience with Prior Authorization and Appeal submissions
Demonstrated ability to work with high volume production teams with an emphasis on quality
Intermediate to advanced computer skills and proficiency in Microsoft Office including but not limited to Word, Outlook and preferred Excel capabilities
Previous medical experience is preferred
What is expected of you and others at this level
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
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- 7:00pm 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
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities.We are a crucial link between the clinical and operational sides of healthcare, delivering end-to-end solutions and data-driving insights that advance healthcare and improve lives every day. With deep partnerships, diverse perspectives and innovative digital solutions, we build connections across the continuum of care. With more than 50 years of experience, we seize the opportunity to address healthcare's most complicated challenges – now, and in the future.As a global, growing company, we’re able to offer rewarding careers that let you make a positive impact on our customers and communities.