[Hiring] Bilingual Sr. Coordinator, Patient Access (Care Coordinator) @Cardinal Health

Role Description

• Responsible for handling inbound and outbound calls, with ability to determine needs and provide one call 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/physician inquiries and concerns in a timely manner.
• Enter detailed information into company proprietary software while conversing via telephone.
• Place outbound phone calls for patient follow-ups or confirmations.
• Demonstrate superior customer support talents.
• Interact with the patient referral sources to process new applicants.
• Steward patient accounts from initial contact through final approval/denial.
• Prioritize multiple, concurrent assignments and work with a sense of urgency.
• Maintain quality and provide 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.

Qualifications

• High School Diploma, GED or equivalent work experience.
• Fluent in both Spanish and English required.
• 1-3 years in related field preferred.
• Previous customer service experience preferred.
• Knowledge of practices and procedures commonly used in a call center or customer service environment preferred.
• Clear knowledge of Medicare, Medicaid & Commercial payer policies and guidelines for coverage preferred.
• Knowledge of Diagnostic Medical Expense and Medicare Administrative Contractor practices preferred.
• Clear understanding of Medical, Supplemental, and pharmacy insurance benefit practices preferred.
• Excellent written and oral communication, mediation, and problem-solving skills, including the ability to connect with patients, caregivers, and providers.
• Strong people skills that demonstrate flexibility, persistence, creativity, empathy, and trust.
• Robust computer literacy skills including data entry and MS Office-based software programs.

Requirements

• 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 on-camera 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, 7:00 AM to 8:00 PM 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:
• 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.

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.