Manager, Customer Service Management

Cardinal Health is a company that helps specialty pharmaceutical manufacturers improve patient access to therapies. The Manager of Customer Service Management is responsible for providing strategic direction for pharmacy programs, managing teams, and ensuring customer satisfaction through effective communication and operational oversight.

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:

• Proven record of leading and developing a team of employees with experience building a bench of talent
• 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
• Minimum of Bachelor's degree or equivalent, preferred
• 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