Senior Coordinator, Performance Monitoring

Cardinal Health; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance patient support services through effective performance monitoring. This role involves evaluating call quality, analyzing data, and providing actionable insights to improve service delivery. You will collaborate with cross-functional teams to ensure compliance with quality standards while fostering strong customer relationships. If you thrive in a dynamic environment and are passionate about making a difference in patient care, this opportunity is perfect for you.

Benefits

Health Coverage

Paid Time Off

401k

HSA

FSA

Disability Coverage

Wellness Programs

Equipment Provided

Qualifications

• 3+ years of call quality audit experience preferred.
• Experience in patient support programs or hub services is a plus.

Responsibilities

• Evaluate calls and cases for performance based on established criteria.
• Provide weekly and monthly trend analyses to leadership.
• Conduct investigations and root cause analyses.

Skills

Call Quality Audit

Communication Skills

Data Analysis

Attention to Detail

Bilingual Spanish

Education

High School Diploma or GED

Technical Certification

Degree in Relevant Field

Tools

MS Office

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 expertise in pharma, payer, and hub services allows us to deliver best-in-class solutions, driving brand and patient success metrics. We are continuously integrating advanced technologies to streamline patient onboarding, qualification, and adherence. Our non-commercial specialty pharmacy is centralized outside Dallas, Texas, empowering manufacturers to expand the reach and impact of their products.

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

What Performance Monitoring contributes to Cardinal Health:

Performance Monitoring manages customer relationships through contract administration, order processing, and problem resolution. It also involves monitoring, analyzing, and reviewing contact quality.

Responsibilities:

1. Evaluate calls and cases for performance based on established criteria, providing feedback and recognition to ensure high performance and continuous improvement.
2. Accurately score transactions to assess employee performance according to policies and requirements.
3. Monitor and evaluate team performance across voice and non-voice channels, ensuring compliance with quality standards and regulations.
4. Identify trends from customer interactions for improvement or recognition.
5. Provide weekly and monthly trend analyses to leadership.
6. Support leadership in calibration sessions with internal and external clients.
7. Lead projects aimed at quality enhancement and service expansion.
8. Maintain understanding of quality systems, methodologies, and relevant regulations.
9. Conduct investigations and root cause analyses, recommending corrective actions.
10. Assess program requirements and conduct gap analyses.
11. Ensure adherence to quality, regulatory, and HIPAA policies.
12. Collaborate across functions to interpret and educate on requirements.
13. Identify training needs or disciplinary issues for reporting to leadership.
14. Build strong customer relationships and deliver customer-centric solutions.
15. Streamline work processes for efficiency and continuous improvement.
16. Develop strategic alliances and collaborate with stakeholders.
17. Secure and deploy resources effectively.
18. Analyze complex information to solve problems.
19. Hold oneself and others accountable for commitments.
20. Adapt to changing situations with flexibility.
21. Develop communication strategies tailored to target audiences.

Qualifications:

• HS Diploma, GED, or technical certification; degree in relevant field preferred.
• 3+ years of call quality audit experience preferred.
• Experience in patient support programs or hub services is a plus.
• Experience with adverse event reporting and reconciliation preferred.
• Proficiency in MS Office required.
• Excellent communication skills.
• Attention to detail and ability to prioritize.
• Bilingual Spanish is advantageous.

Expectations:

• Strong leadership and collaboration skills.
• Ability to work independently and guide less experienced team members.
• Excellent problem-solving and communication skills.
• Ability to analyze data and implement quality improvements.

Training and Schedule:

Mandatory training 8:00 am-5:00 pm CST. Full-time shifts during Monday-Friday, 7:00 am-8:00 pm CST, with flexibility required.

Remote Work Details:

Remote position requiring a dedicated, quiet environment and high-speed internet. Equipment provided; internet must meet specified speed and stability standards.

Compensation and Benefits:

Estimated hourly range: $17.90 - $26.88. Benefits include health coverage, paid time off, 401k, HSA, FSA, disability coverage, and wellness programs.

Application Deadline:

Anticipated closing date: 05/15/2025. Apply promptly.

The pay range is an estimate and depends on various factors including location, experience, and internal pay equity.

We encourage back-to-work candidates, people with disabilities, those without a college degree, and veterans to apply.

Cardinal Health values diversity and is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, religion, or other protected statuses.