[Remote] Senior Coordinator, Indivualized Care

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Note: The job is a remote job and is open to candidates in USA. Cardinal Health is a leader in specialty pharmaceutical services, dedicated to improving patient access to therapy. The Senior Coordinator, Individualized Care will be responsible for resolving patient and physician inquiries, mediating complex payer issues, and ensuring timely access to therapy for patients while providing exceptional customer support.


Responsibilities

  • Investigate and resolve patient/physician inquiries and concerns in a timely manner
  • Mediate effective resolution for complex payer/pharmacy issues toward a positive outcome to de-escalate
  • Proactive follow-up with various contacts to ensure patient access to therapy
  • Demonstrate superior customer support talents
  • Prioritize multiple, concurrent assignments and work with a sense of urgency
  • Must communicate clearly and effectively in both a written and verbal format
  • Must demonstrate a superior willingness to help external and internal customers
  • Working alongside teammates to best support the needs of the patient population or will transfer caller to appropriate team member (when applicable)
  • 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 outbound calls to patient and/or provider to discuss any missing information as applicable
  • Assess patient’s financial ability to afford therapy and provide hand on guidance to appropriate financial assistance
  • Documentation must be clear and accurate and stored in the appropriate sections of the database
  • Must track any payer/plan issues and report any changes, updates, or trends to management
  • Handle escalations and ensure proper communication of the resolution within required timeframe agreed upon by the client
  • Ability to effectively mediate situations in which parties are in disagreement to 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
  • Support team with call overflow and intake when needed
  • 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

Skills

  • Investigate and resolve patient/physician inquiries and concerns in a timely manner
  • Mediate effective resolution for complex payer/pharmacy issues toward a positive outcome to de-escalate
  • Proactive follow-up with various contacts to ensure patient access to therapy
  • Demonstrate superior customer support talents
  • Prioritize multiple, concurrent assignments and work with a sense of urgency
  • Must communicate clearly and effectively in both a written and verbal format
  • Must demonstrate a superior willingness to help external and internal customers
  • Working alongside teammates to best support the needs of the patient population or will transfer caller to appropriate team member (when applicable)
  • 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 outbound calls to patient and/or provider to discuss any missing information as applicable
  • Assess patient's financial ability to afford therapy and provide hand on guidance to appropriate financial assistance
  • Documentation must be clear and accurate and stored in the appropriate sections of the database
  • Must track any payer/plan issues and report any changes, updates, or trends to management
  • Handle escalations and ensure proper communication of the resolution within required timeframe agreed upon by the client
  • Ability to effectively mediate situations in which parties are in disagreement to 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
  • Support team with call overflow and intake when needed
  • 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
  • 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
  • 3-6 years of experience, preferred
  • High School Diploma, GED or technical certification in related field or equivalent experience preferred

Benefits

  • 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

Company Overview

  • Cardinal Health is a manufacturer and distributor of medical and laboratory products. It was founded in 1971, and is headquartered in Dublin, Ohio, USA, with a workforce of 10001+ employees. Its website is https://www.cardinalhealth.com.

    • Company H1B Sponsorship

  • Cardinal Health has a track record of offering H1B sponsorships, with 128 in 2025, 116 in 2024, 140 in 2023, 158 in 2022, 106 in 2021, 142 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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