Director Patient Retention

Edgepark a business unit of Cardinal Health it is part of a network of businesses dedicated to providing customized services and products to our customers. As the leading national provider of medical supplies and services to the home, we service 3+ million customers-in-the-home per year with 40,000+ products from 700+ manufacturers.

The Director of Patient Retention is responsible for establishing, maintaining and enhancing the objective of multi-entity referral retention and customer satisfaction. Ensuring our customers remain on therapy to treat chronic conditions and curating an exceptional customer experience is our highest business priority.

Responsibilities

• Leads with enthusiasm and a bias for action; holds self and others accountable for delivering on commitments and accomplishing goals.
• Develops and executes strategic initiatives to increase customer satisfaction and support business objectives while ensuring efficient and cost-effective operations.
• Fosters an environment of engagement, collaboration, and trust across teams and departments to act in the best interest of our customers and accomplish common goals.
• Partners with our commercial leaders to provide solutions that enable growth in acquisition and retention of patients.
• Encourages sharing of ideas and best practices to enable problem solving and continuous improvement.
• Attracts diverse talent and provides individuals development opportunities to expand their capabilities and impact.
• Collaborates with workforce management team to ensure appropriate forecasting, staffing, service levels, skill development, and performance expectations for all points of customer contact.
• Confidently leads through ambiguous situations and helps others manage and navigate change.
• Stays attuned with changes and new developments in our market and anticipates trends that will impact our customers and business.
• Drives adoption of new technologies and processes to facilitate efficient and effective customer communication and outcomes.
• Effectively leverages data to assess performance, perform root cause analysis, identify actionable opportunities, and solve problems.
• Develops policies and procedures to ensure consistent service delivery and compliance with applicable federal, state, and health plan regulations and guidelines.

Qualifications

• 6+ years of customer service, operations, insurance, reimbursement and/or account management experience in healthcare preferred
• Durable Medical Equipment (DME) experience is highly preferred
• Bachelor's degree or equivalent experience in related field preferred
• Prefer understanding and prior experience with the development and implementation of at least one of the following: Referral Capture, Co-Pay, Access/HUB, Prior Authorization, Patient retention
• Previous personnel/team management, including a high preference for managing managers
• Demonstrated leadership and communication skills for both in-office and remote staff; organized and self-motivated
• High attention to detail and ability to detect inconsistencies. Strong analytical, problem-solving, and decision-making skills.
• Strong project management skills
• Strong technical acumen & systematic approach
• Excellent planning, budget forecasting, and presentation skills
• Ability to work remotely from home/field requires 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.

Anticipated salary range:$105,500 - $167,500

Bonus eligible:Yes

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:7/7/25 *if interested in opportunity, please submit application as soon as possible.

The salary 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

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.