Senior Coordinator, Monitoring

Position: Senior Coordinator, Performance Monitoring
* 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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* 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.
** 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…