[Hiring] Lead Coordinator, Individualized Care @Cardinal Health

Role Description

The Lead Coordinator, Individualized Care provides guidance, expertise and problem resolution to call center employees in day to day activities. This role plans, directs, supervises, and evaluates work flow and coordinates work activities to achieve the volume expected to meet operational requirements. The Lead Coordinator, Individualized Care provides assistance to Coordinators guiding patients through the various process steps of their patient journey to therapy. This role handles escalated calls and mediates effective resolution for complex payer/pharmacy issues toward a positive outcome and provides a positive patient experience. This role carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

• Monitor team workflow and run daily, weekly, and monthly performance reports
• Help facilitate process improvement and develop strategies to promote employee adherence to performance goals
• Organize and facilitate Team meetings and training updates
• Provide data to internal & external business partners on daily KPI metrics
• Develop employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work
• Possess the ability to process new and existing patients through every aspect of patient administration and provide assistance to team as needed
• Oversee program processes and daily work assignments
• Handle first level escalation calls, address complaints, and help resolve issues
• Punctual and efficient

Qualifications

• 4+ years of experience, preferred
• Knowledge of company daily operations and reporting tools including Salesforce and Interaction Client Business Manager
• Ability to manage a high level of productivity while conducting weekly Quality Assurance review for a team of roughly 20 agents
• Strong attention to detail and deductive reasoning
• Strong written & verbal communication including the ability to regularly speak in front of medium-sized groups
• Experience with Microsoft Excel including pivot tables, graphing and basic formulas
• Experience and knowledge in the healthcare management industry including Prior Authorizations, Appeals, Medicare Part D, and the Affordable Care Act is preferred
• High School Diploma, GED or technical certification in related field or equivalent experience, preferred

Requirements

• 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.
• You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet.
• 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

Benefits

• Cardinal Health offers a wide variety of benefits and programs to support health and well-being.