New Mexico Staffing
Senior Coordinator, Performance Monitoring
New Mexico Staffing, Santa Fe, New Mexico, United States, 87505
divh2Cardinal Health Sonexus Access and Patient Support/h2pCardinal 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 solutionsdriving brand and patient markers of success. Were 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 themfaster./ph3Performance Monitoring/h3pPerformance 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./ph3Responsibilities/h3ulliEvaluate 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./liliAccurately score transactions to gauge employees quality performance based on organizational and departmental policies and requirements./liliMonitor 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./liliTrack and report any trends from the customer experience that can be improved or celebrated./liliAnalyze and provide weekly
monthly trend analysis to leadership./liliProvide support to leadership by participating in and hosting internal/external client calibration sessions./liliEngage in and lead projects to promote quality enhancements and/or broaden services for the team./liliMaintain a comprehensive understanding of quality systems and methodologies as well as knowledge of applicable regulations, standards, and operating procedures./liliConduct investigations/root cause analysis and formulate corrective action recommendations./liliShow an understanding of the program requirements and be capable of conducting gap assessments based on those requirements./liliUphold quality standards that adhere to company, regulatory, and HIPAA policies and procedures./liliCollaborate across various functions, interpret requirements, educate and influence others regarding those requirements./liliIdentify training needs or potential disciplinary actions which will be reported to leadership./liliBuild strong customer relationships and deliver customer-centric solutions./liliOptimize work processes by identifying effective and efficient methods to complete tasks, with an emphasis on continuous improvement./liliDevelop strategic alliances and cooperate with stakeholders to achieve mutual goals./liliDemonstrate resourcefulness by adeptly securing and efficiently deploying resources./liliAnalyze complex and high-quality, sometimes contradictory, information to solve problems effectively./liliHold oneself and others accountable for meeting commitments and objectives./liliExhibit situational adaptability by adjusting approach and demeanor in real time to meet the changing demands of various situations./liliCreate and implement diverse communication strategies that clearly address the specific requirements of various target audiences./li/ulh3Qualifications/h3pHS 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./ph3What is expected of you and others at this level/h3pDemonstrates strong leadership and collaboration skills with a proven ability to develop and execute effective quality assurance programs. Works independently within established procedures; may receive general guidance on new assignments. May provide general guidance or technical assistance to less experienced team members. Excellent attention to detail and problem-solving skills. Strong communication and interpersonal skills. Ability to analyze data and generate reports. Ability to drive process improvements and implement quality assurance procedures./ph3Training and Work Schedules/h3pYour 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./ph3Remote Details/h3pYou 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/ph3Anticipated hourly range/h3p$21.90 per hour - $31.40 per hour/ppApplication window anticipated to close: 1/16/2026. 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 candidates geographical location, relevant education, experience and skills and an evaluation of internal pay equity./ppCandidates 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./p/div
monthly trend analysis to leadership./liliProvide support to leadership by participating in and hosting internal/external client calibration sessions./liliEngage in and lead projects to promote quality enhancements and/or broaden services for the team./liliMaintain a comprehensive understanding of quality systems and methodologies as well as knowledge of applicable regulations, standards, and operating procedures./liliConduct investigations/root cause analysis and formulate corrective action recommendations./liliShow an understanding of the program requirements and be capable of conducting gap assessments based on those requirements./liliUphold quality standards that adhere to company, regulatory, and HIPAA policies and procedures./liliCollaborate across various functions, interpret requirements, educate and influence others regarding those requirements./liliIdentify training needs or potential disciplinary actions which will be reported to leadership./liliBuild strong customer relationships and deliver customer-centric solutions./liliOptimize work processes by identifying effective and efficient methods to complete tasks, with an emphasis on continuous improvement./liliDevelop strategic alliances and cooperate with stakeholders to achieve mutual goals./liliDemonstrate resourcefulness by adeptly securing and efficiently deploying resources./liliAnalyze complex and high-quality, sometimes contradictory, information to solve problems effectively./liliHold oneself and others accountable for meeting commitments and objectives./liliExhibit situational adaptability by adjusting approach and demeanor in real time to meet the changing demands of various situations./liliCreate and implement diverse communication strategies that clearly address the specific requirements of various target audiences./li/ulh3Qualifications/h3pHS 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./ph3What is expected of you and others at this level/h3pDemonstrates strong leadership and collaboration skills with a proven ability to develop and execute effective quality assurance programs. Works independently within established procedures; may receive general guidance on new assignments. May provide general guidance or technical assistance to less experienced team members. Excellent attention to detail and problem-solving skills. Strong communication and interpersonal skills. Ability to analyze data and generate reports. Ability to drive process improvements and implement quality assurance procedures./ph3Training and Work Schedules/h3pYour 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./ph3Remote Details/h3pYou 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/ph3Anticipated hourly range/h3p$21.90 per hour - $31.40 per hour/ppApplication window anticipated to close: 1/16/2026. 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 candidates geographical location, relevant education, experience and skills and an evaluation of internal pay equity./ppCandidates 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./p/div