Senior Coordinator, Individualized Care

Cardinal Health, Inc.; Northern (KY); Hybrid; USD 29,000 - 43,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off plan

Health savings account (HSA)

401k savings plan

Access to wages before pay day with my

Flexible spending accounts (FSAs)

Disability coverage

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Job summary

Cardinal Health Sonexus Access and Patient Support offers remote, full-time opportunities to help patients access, afford and stay on therapy in a fast-paced, support-driven role.

The role involves investigating inquiries, resolving payer/pharmacy issues, and proactive follow-up to ensure therapy access. Training occurs 8:00am-5:00pm CT; shift flexibility is required during Monday–Friday business hours.

Qualifications

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

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

Clear communication

Customer service

Multitasking

Education

High School Diploma, GED or technical certification in related field or equivalent experience preferred

Job description

Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. Our diverse expertise in pharma, payer and hub services allows us to deliver best-in-class solutions—driving brand and patient markers of success. We’re continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification and adherence. Our non-commercial specialty pharmacy is centralized at our custom-designed facility outside of Dallas, Texas, empowering manufacturers to rethink the reach and impact of their products.

Together, we can get life-changing therapies to patients who need them—faster.

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.

Qualifications

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

What is expected of you and others at this level

• 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 CT, 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, 8:00am-5:00pm CT.

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:

• 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

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.

Anticipated hourly range:

$21.50 per hour - $30.70 per hour

Bonus eligible:

No

Benefits:

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

• 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

Application window anticipated to close:

10/26/2026 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.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

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/Affirmative Action 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.