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.

QUALIFICATIONS:

• HS Diploma, GED or technical certification in related field or equivalent experience, preferred. Diploma or degree in relevant field desirable.
• 3+ years’ call quality audit experience strongly preferred.
• 3+ years’ experience in a patient support program or hub field would be an asset.
• Adverse Event reporting and reconciliation experience strongly preferred.
• Data collection and trend reporting experience is essential for this role.
• Proficiency in MS Office applications required – Outlook, Excel, PowerPoint, and Word.
• Excellent verbal and written communication skills.
• High regard for superior quality of service.
• Ability to prioritize and manage multiple responsibilities.
• Experience handling tasks where attention to detail is critical to success.
• Bilingual Spanish would be an asset.

RESPONSIBILITIES:

• Evaluate calls and cases to assess performance based on a standard set of criteria, providing constructive feedback and recognition to employees to ensure high performance and continuous improvement.
• Accurately score transactions to gauge employee’s quality performance based on organizational and departmental policies and requirements.
• Monitor and evaluate team performance, whether voice or non-voice, of assigned entity and team, ensuring adherence to company quality standards, and compliance with industry regulations.
• Track and report any trends from the customer experience that can be improved or celebrated.
• Analyze and provide weekly & monthly trend analysis to leadership.
• Provide support to leadership by participating in and hosting internal/external client calibration sessions.
• Engage in and lead projects to promote quality enhancements and/or broaden services for the team.
• Maintain a comprehensive understanding of quality systems and methodologies as well as knowledge of applicable regulations, standards, and operating procedures.
• Conduct investigations/root cause analysis and formulate corrective action recommendations.
• Show an understanding of the program requirements and be capable of conducting gap assessments based on those requirements.
• Uphold quality standards that adhere to company, regulatory, and HIPAA policies and procedures.
• Collaborate across various functions, interpret requirements, educate and influence others regarding those requirements.
• Identify training needs or potential disciplinary actions which will be reported to leadership.
• Build strong customer relationships and deliver customer-centric solutions.
• Optimize work processes by identifying effective and efficient methods to complete tasks, with an emphasis on continuous improvement.
• Develop strategic alliances and cooperate with stakeholders to achieve mutual goals.
• Demonstrate resourcefulness by adeptly securing and efficiently deploying resources.
• Analyze complex and high-quality, sometimes contradictory, information to solve problems effectively.
• Hold oneself and others accountable for meeting commitments and objectives.
• Exhibit situational adaptability by adjusting approach and demeanor in real time to meet the changing demands of various situations.
• Create and implement diverse communication strategies that clearly address the specific requirements of various target audiences.

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 equipmen