Manager, Customer Service Management

Cardinal Health is a leading provider of healthcare services and products. They are seeking a Manager for Customer Service Management to provide strategic direction and oversee pharmacy programs, ensuring effective team management and customer relationship building.

Responsibilities:

• Provide strategic direction for management and development of pharmacy programs including optimizing workflows using tools such as PMS, CRMs, IVRs, digital communications and other available technologies and products
• Manage subordinate supervisors who direct employees in fulfilling customer’s requests
• Responsible for the overall direction, coordination, and evaluation of their teams’ employees
• Oversee work on a daily basis in conjunction with supervisors and team leads while resolving day-to-day problems using defined processes
• Build customer relationships, interpret customer needs and assesses their business requirements while developing alternate solutions when needed
• Interact with clients to provide resolution to inquiries and present updates on specific program performance
• Regularly communicate with customer account managers on client requests and needs
• Oversee employee schedules to ensure proper business coverage as outlined by client contracts and company policies
• Set priorities for the team to ensure task completion, coordinate work activities with other supervisors
• Conduct time and capacity studies to forecast future staffing needs
• Coordinate with talent acquisition related to vacancy needs and interview and select top talent
• Coach and mentor supervisors providing feedback and advice
• Design and deliver corrective action plans for employees
• Provide input into succession plans and development plans for employees
• Perform HR related duties such as PTO requests, Timecards, Quarterly Reviews
• Conduct one-on-one discussions with supervisors documenting performance and providing feedback
• Work within budget and financial objectives as defined by director
• Works directly with the manufacturer clients on program requirements, day to day operations and ideas to grow the business
• Participates in Quarterly Business Reviews with the client
• Communicate with directors providing updates on current workload and performance
• Serve as an escalation point of contact for employees, patients, and providers to resolve issues
• Serve as a subject matter expert providing coaching and training to employees in the areas of customer service, case resolution, and database management
• Coordinate with training center of excellence related to upcoming training needs
• Develop employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work
• Review activity reports to assess performance to maintain contractual KPI’s and SLA’s

Requirements:

• Minimum of Bachelor's degree or equivalent, preferred
• Proven record of leading and developing a team of employees with experience building a bench of talent
• Prior experience in call center, healthcare, or related field, preferred
• Health insurance knowledge with both commercial and government plans highly desired
• Specialty pharmaceutical knowledge, preferred
• Strong desire for career progression into leadership roles
• Willingness to roll up sleeves and work with any levels of the organization
• Excellent listener, problem solver, motivator, and coach
• Demonstrated leadership and communication skills
• Approachable with the ability to build rapport with teammates across functions and businesses
• Sound decision maker with financial acumen