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Cardinal Health · 8 hours ago

Senior Coordinator, Performance Monitoring

United States

Full-time

Remote

Mid, Senior Level

$21.90/hr - $31.40/hr

3+ years exp

Cardinal Health is dedicated to improving patient access to specialty pharmaceuticals through their Sonexus™ Access and Patient Support services. The Senior Coordinator, Performance Monitoring is responsible for evaluating and enhancing customer business through performance monitoring, contract administration, and problem resolution, ensuring adherence to quality standards and industry regulations.

Health CareHospitalMedical

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

Qualification

Call quality audit experiencePatient support program experienceData collectionAdverse Event reportingMS Office proficiencyBilingual SpanishVerbal communication skillsWritten communication skillsAttention to detailProblem-solving skillsLeadership skillsInterpersonal skills