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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.

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 is preferred

• 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, preferred

• Bilingual 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. 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: $21.50 per hour - $30.65 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: 12/16/2024 *if interested in opportunity, please submit application as soon as possible. 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.

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