Coordinator II, Performance Monitoring

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 Performance Monitoring contributes to Cardinal Health:  Performance Monitoring is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution. Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality.

Conduct quality reviews of Adverse Events submitted by staff before submission to client safety unit. Conduct case audits to ensure correct process steps have been followed for the “patient journey” Monitor calls and provide effective written feedback Maintain knowledge of the client’s program and product/service offerings. Interpret and transcribe inbound and outbound calls from patients and health care providers. Identify adverse events when monitoring calls. Ensure documentation is in order following client regulatory guidelines. Identify trends and training needs from call monitoring and escalate appropriately. Work effectively with dynamic, integrated task teams Maintain a work pace appropriate to the workload Qualifications HS Diploma, GED or technical certification in related field or equivalent experience, preferred. 2 years’ call center or transcriptionist experience preferred.  Certified Medical Transcriptionist (CMT) qualification would be an asset. 2 years’ quality review experience preferred. Knowledge of medical terminology preferred. Exceptional listening skills required. Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.) Multi-tasking, time management and prioritization skills considered an asset. Bilingual Spanish would be an asset. What is expected of you and others at this level Applies acquired job skills and company policies and procedures to complete standard tasks Works on routine assignments that require basic problem resolution Refers to policies and past practices for guidance Receives general direction on standard work; receives detailed instruction on new assignments Refers to policies and past practices for guidance Receives general direction on standard work; receives detailed instruction on new assignments Consults with supervisor or senior peers on complex and unusual problems 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 (8-hour shifts, 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- 8:00pm 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