Sr. Coordinator, Case Manager

Cardinal Health; Austin (TX); Remote; USD 2,893,000 - 4,215,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off

401k savings plan

MyFlexPay access

Job summary

Cardinal Health Sonexus Access and Patient Support seeks a remote Patient Support Associate to handle inbound calls, enrollments, and benefit investigations for patients. You will review documentation, determine needs, and coordinate with providers and payers to secure coverage.

Working from home, you will manage high-volume cases, maintain accurate notes, and escalate issues as needed while adhering to strict timelines. Training is 8:00am-5:00pm CST and full-time shifts Monday through Friday.

Qualifications

• Customer service experience required or preferred.
• Knowledge of Medicare, Medicaid, and commercial payer guidelines preferred.
• 1–2 years pharmacy/medical claims billing experience preferred.

Responsibilities

• Handle inbound calls as first point of contact.
• Complete enrollment applications with accuracy and urgency.
• Scrutinize forms and documents for missing information.
• Conduct outbound communications to support patient needs.
• Resolve questions and status of assistance requests.
• Maintain detailed notations in the database for every interaction.
• Self-audit intake activities for accuracy and efficiency.
• Explain insurance options and assist patients in selecting coverage.

Skills

Customer service

Medicare knowledge

Prior Authorization

Phone handling

MS Office

Bilingual (preferred)

Education

High School diploma

Tools

Excel

Outlook

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.

What Individualized Care contributes to Cardinal Health

Delivering an exclusive model that fully integrates direct drug distribution to site-of-care with non-commercial pharmacy services, patient access support, and financial programs, Sonexus Health, a subsidiary of Cardinal Health, helps specialty pharmaceutical manufacturers have a greater connection to the customer experience and better control of product success. Personalized service and creative solutions executed through a flexible technology platform means providers are more confident in prescribing drugs, patients can more quickly obtain and complete therapy, and manufacturers can directly access more actionable insight than ever before. With all services centralized in our custom-designed facility outside of Dallas, Texas, Sonexus Health helps manufacturers rethink how far their products can go.

Responsibilities

• First point of contact on inbound calls and determines needs and handles accordingly
• Creates and completes accurate applications for enrollment with a sense of urgency
• Scrutinizes forms and supporting documentation thoroughly for any missing information or new information to be added to the database
• Conducts outbound correspondence when necessary to help support the needs of the patient and/or program
• Resolve patient's questions and any representative for the patient’s concerns regarding status of their request for assistance
• Update internal treatment plan statuses and external pharmacy treatment statuses
• Maintain accurate and detailed notations for every interaction using the appropriate database for the inquiry
• Self-audit intake activities to ensure accuracy and efficiency for the program
• Make all outbound calls to patient and/or provider to discuss any missing information and/or benefit related information
• Notify patients, physicians, practitioners, and or clinics of any financial responsibility of services provided as applicable
• Assess patient’s financial ability to afford therapy and provide hand on guidance to appropriate financial assistance
• Follow through on all benefit investigation rejections, including Prior Authorizations, Appeals, etc. All avenues to obtain coverage for the product must be fully exhausted
• Track any payer/plan issues and report any changes, updates, or trends to management
• Search insurance options and explain various programs to the patient while helping them to select the best coverage option for their situation
• Handle all escalations based upon region and ensure proper communication of the resolution within required time frame agreed upon by the client
• Serve as a liaison between client sales force and applicable party
• Mediate situations in which parties are in disagreement and 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
• Responsible for reporting any payer issues by region with the appropriate team
• As needed conduct research associated with issues regarding the payer, physician’s office, and pharmacy to resolve issues swiftly

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

Qualifications

• Previous customer service experience
• High School diploma or equivalent preferred
• Patient Support Service experience, preferred
• Clear knowledge of Medicare (A, B, C, D), Medicaid & Commercial payers policies and guidelines for coverage, preferred
• Knowledge of DME, MAC practices if preferred
• Clear understanding of Medical, Supplemental, and pharmacy insurance benefit practices, preferred
• 1-2 years of Pharmacy and/or Medical Claims billing and Coding work experience
• 1-2 years experience with Prior Authorization and Appeal submissions
• Ability to work with high volume production teams with an emphasis on quality
• Intermediate to advanced computer skills and proficiency in Microsoft Office including but not limited to Word, Outlook and preferred Excel capabilities
• Previous medical experience is preferred
• Adaptable and Flexible, preferred
• Self-Motivated and Dependable, preferred
• Strong ability to problem solve, preferredBilingual is 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.

• 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

$21.40 per hour - $30.60 per hour

Bonus eligible:

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings planAccess 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

11/11/2026

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.