Supervisor, Customer Service Management
Posted 2025-04-06What the Operations Supervisor, Access & Patient Support contributes to Cardinal Health
The Operations Supervisor is responsible day to day front line team operations within the Access & Patient Support department. Delivering an exclusive model that fully integrates direct drug distribution to site-of-care with non-commercial pharmacy services, patient access support, and financial programs... Sonexus Health, a subsidiary of Cardinal Health, helps specialty pharmaceutical manufacturers have a greater connection to the customer experience and better control of product success.
What is expected of you and others at this level
 Coordinates and supervises the daily activities of operations, or business support staff
 Administers and executes policies and procedures
 Ensures employees operate within guidelines
 Decisions have a direct impact on work unit operations and customers
 Frequently interacts with subordinates, customers and peer groups at various management levels
 Interactions normally involve information exchange and basic problem resolution
 Effective communication and collaboration with client
 Learn all areas of the program and shares subject matter expertise
 Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
 In-depth knowledge in technical or specialty area
 Applies advanced skills to resolve complex problems independently
 May modify process to resolve situations
?Responsibilities in this role
 Supervises Access Patient Support staff that are performing customer services and enrollment activities as well as reimbursement staff performing benefit investigations for pharmacy and medical benefit coverage
 Overseeing the staffing schedule to meet the requirements as outlined by client contracts and company policy and procedures to include standard operating policies and work instructions.
 Directly supervises employees in the Access Patient Support Center in accordance with the organization's policies and applicable laws
 Responsibilities include training employees; planning, assigning, and directing work; rewarding and disciplining employees; addressing complaints and resolving problems, and attend client meetings as necessary
 Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
 Applies expertise to solve standard and non-standard problems within own area
 Makes decisions, often difficult and/or unpopular, by carefully weighing pros and cons and acting for the benefit of the work team; coaches/supports subordinates in their decision-making efforts
 Provides direction in discussing and creating development plans
 Provides input into succession planning process for own work area
 Aligns individual goals for self and others with work area/functional goals
 Builds confidence and respect of others through a positive and energizing style
 Assists work team in the achievement of goals/ commitments; achieves own goals/commitments regardless of obstacles
 Works within budgetary/ financial objectives set by manager, applying knowledge of profit drivers to work processes within own area
 Identifies specific opportunities for long-term change within own work team or product/service
 Builds customer relationships, interprets customer needs and assesses their business requirements
 Leverages customer knowledge to develop alternative solutions and shares key learnings with others
 Resolves day-to-day or routine problems using defined processes
 Works/brainstorms with work team and provides suggestions for solutions that contain the appropriate level of risk; ensures work team understands and supports the focus on operational excellence
 Actively builds relationships across functions/businesses that bring value to the company, encouraging the participation and perspectives of all team members, regardless of background; mentors and empowers others to achieve success
 Effectively listens to and explains difficult issues to reach shared understanding and build alignment
Qualifications
 Bachelors degree or equivalent work experience preferred
 3-5 years experience in the Healthcare field preferred
 Strong leadership skills
 Ability to create and clearly communicate strategic and tactical plans leading to an efficient and effective operation
 Advanced knowledge of healthcare reimbursement preferred
 Experience with Microsoft Office products including Word, PowerPoint, Teams, Outlook, and Excel
 Excellent observation skills to easily identify trends and problems while providing solutions
 Superior written & verbal communication skills
 Required to effectively present information in a one-on-one and small group situations to customers, clients, and other employees
 Ability to effectively mediate situations in which parties are in disagreement and facilitate a positive outcome. Concurrently handle multiple outstanding issues and ensure all items are resolved in a timely manner to the satisfaction of all parties
 Thrive in a competitive and dynamic team environment
 Experience in phone based customer service preferred
 Passionate about developing oneself and others
 Effective communication skills
 Adaptable and flexible
 Self-Motivated and dependable
 Critical and creative thinking
 Organized, Punctual, and efficient
TRAINING AND WORK SCHEDULES:
Your new hire training will take place 8:00am-5:00pm CT, 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 CT.
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 salary range: $65,500 - $93,500
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: 12/22/2024 *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 candidateÂs 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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