[Hiring] Senior Coordinator, Case Manager @Cardinal Health

Role Description

The Case Manager supports patient access to therapy through Reimbursement Support Services in accordance with the program business rules and HIPAA regulations. This position is responsible for guiding the patient through the various process steps of their patient journey to therapy. These steps include:

• Patient referral intake
• Investigating all patient health insurance benefits (pharmacy and medical benefits)
• 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

Additional responsibilities include:

• Investigate and resolve patient/physician inquiries and concerns in a timely manner
• Mediating effective resolution for complex payer/pharmacy issues toward a positive outcome to de-escalate
• Demonstrating superior customer support talents
• Prioritizing multiple, concurrent assignments and working with a sense of urgency
• Communicating clearly and effectively in both a written and verbal format
• Demonstrating a superior willingness to help external and internal customers
• Working alongside teammates to best support the needs of the patient population or transferring callers to appropriate team members when applicable
• Maintaining accurate and detailed notations for every interaction using the appropriate database for the inquiry
• Self-auditing intake activities to ensure accuracy and efficiency for the program
• Making outbound calls to patients and/or providers to discuss any missing information as applicable
• Assessing patient’s financial ability to afford therapy and providing hands-on guidance to appropriate financial assistance
• Ensuring documentation is clear and accurate and stored in the appropriate sections of the database
• Tracking any payer/plan issues and reporting any changes, updates, or trends to management
• Handling escalations and ensuring proper communication of the resolution within the required timeframe agreed upon by the client
• Effectively mediating situations in which parties are in disagreement to facilitate a positive outcome
• Concurrently handling multiple outstanding issues and ensuring all items are resolved in a timely manner to the satisfaction of all parties
• Supporting the team with call overflow and intake when needed

Qualifications

• 3-6 years of experience preferred
• High School Diploma, GED or technical certification in related field or equivalent experience, preferred

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

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before payday with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs