Supervisor, Customer Service Management - Cardinal Health
Concord, NH
About the Job
What 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 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._
_To read and review this privacy notice click_ here (https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf)
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 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._
_To read and review this privacy notice click_ here (https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf)
Source : Cardinal Health
