Lead Coordinator, Individualized Care

Cardinal Health; United States; Remote; USD 37,000 - 54,000; Full time

Job summary

Cardinal Health is seeking a Lead Coordinator, Individualized Care to guide call center teams, supervise workflows, and coordinate patient administration across the patient journey.

You will handle escalations, support process improvements, and deliver KPI insights while working remotely; compensation is hourly with benefits overview.

Qualifications

• 4+ years of experience in a call center or healthcare operations setting.
• Knowledge of Salesforce and Interaction Client Business Manager.
• Experience managing ~20 agents and conducting weekly Quality Assurance reviews.
• Strong written and verbal communication and attention to detail.
• Experience with Microsoft Excel including pivot tables, graphs, and formulas.
• Background in healthcare management including Prior Authorizations, Appeals, Medicare Part D, and the ACA is preferred.
• High School Diploma, GED or technical certification in related field or equivalent experience.

Responsibilities

• 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.

Skills

Written & verbal communication

Quality Assurance

Data analysis

Team supervision

Education

High School Diploma, GED or technical certification

Tools

Salesforce

Interaction Client Business Manager

Microsoft Excel (pivot tables, graphs, formulas)

Job description

What Individualized Care contributes to Cardinal Health Clinical Operations is responsible for providing clinical specialties support and expertise in the areas of advice and consulting, research and patient care to internal business units and external customers. Individualized Care provides care that is planned to meet the particular needs of an individual patient.

Job Summary

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.

Responsibilities

• 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

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

Anticipated hourly range: $27.30 per hour - $38.90 per hour Bonus eligible: No Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

Application window anticipated to close: 12/6/2026.

The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

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 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.

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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.