Lead Coordinator (Contractor Conversion)

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.

Job Summary

The Lead Coordinator, Individualized Care provides guidance, expertise and problem resolution to call center employees in day to day activities. This role plans, directs, supervises, and evaluates work flow and coordinates work activities to achieve the volume expected to meet operational requirements. The Lead Coordinator, Individualized Care provides assistance to Coordinators guiding patients through the various process steps of their patient journey to therapy. This role handles escalated calls and mediates effective resolution for complex payer/pharmacy issues toward a positive outcome and provides a positive patient experience. This role carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities

• Monitors team workflow and runs daily call stat reports.
• Helps facilitate process improvement and develop strategies to promote employee adherence to performance goals.
• Provides assistance to management as needed.
• Develops employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work.
• Conducts team meetings to update employees on company expectations and best practices.
• Possess the ability to process new and existing patients through every aspect of patient administration and provide assistance to team as needed.
• Handles first level escalation calls, addresses complaints, and helps resolve issues.

Qualifications

• 6+ years of experience, preferred
• High School Diploma, GED or technical certification in related field or equivalent experience, preferred

What is expected of you and others at this level

• Takes the lead in effectively applying and teaching new processes and skills in order to accomplish a wide variety of assignments
• Comprehensive knowledge in technical or specialty area
• Ability to apply knowledge beyond own areas of expertise
• Performs the most complex and technically challenging work within area of specialization
• Preempts potential problems and provides effective solutions for team
• Works independently to interpret and apply company procedures to complete work
• Provides guidance to less experienced team members
• May have team leader responsibilities but does not formally supervise.

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: $26.00 per hour - $37.40 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: 07/05/2026 * 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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