Supervisor, Customer Service

Cardinal Health Sonexus Health Pharmacy Services helps specialty pharmaceutical manufacturers remove barriers to care so patients can access, afford, and remain on therapy. The Specialty Pharmacy Operations Supervisor oversees patient access support, customer service, enrollment, and reimbursement teams while managing staffing, training, performance metrics, client requirements, and operational improvements.

Responsibilities:

• Oversee daily operations for patient access support contact center team of up to 20 team members and provides daily support ensuring team members can perform job responsibilities
• Coach, teach, train, and mentor team members in a 100% remote setting while monitoring individual and team performance
• Create and maintain creating and maintaining Standard Operating Procedures and work instructions specific to the program
• Coordinate and deliver recurring (weekly, monthly, and quarterly) reviews of program metrics / dashboards while proactively sharing results with internal and external senior leaders
• Assess/Test / Solution / Approve program changes including those related to Information Technology, platform upgrades, and modifications to program business rules
• Report system issues that can impact our client relationship management system (CRM) and/or productivity in a timely manner
• Manage employee timecards in addition to standard HR responsibilities as a people leader
• Open job requisitions, conduct interviews, and provide personnel recommendations to senior leaders
• Coordinate with senior leadership and Advice and Counsel Center to determine appropriate corrective action, not limited to termination when applicable
• Continually monitor program adherence, quality, attendance and address accordingly
• Report Corrective and Preventative Actions in a timely manner
• Coordinate with fellow supervisors and collaborate with business partners to provide effective responses and resolutions to complex program related issues
• Conduct recurring development-based 1x1s with team members focused on both performance and goal setting
• Effectively manage time and independently prioritize work responsibilities to meet key deadlines
• Maintain regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills
• Contribute to the building and presentation of quarterly business reviews to clients (either virtually or in-person)
• Proactively seek and implement process efficiencies to reduce team manual work
• Host recurring (bi-weekly/monthly) team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc
• Work well independently and in a team setting by collaborating across different departments

Requirements:

• Strong communication, presentation, and time management skills
• Commitment to the continued development of oneself and team members
• Advanced computer skills and proficiency in Microsoft Office including but not limited to Word (e.g. inserting tables, mail merge, tracking changes, updating headers and footers), Teams, Outlook, PowerPoint (e.g. updating slide layout, adding slides, adding & updating charts, and graphs, and updating themes), and preferred Excel capabilities including pivot tables, graphing, and basic formulas
• Travel may be needed to perform your duties up to 10%
• All U.S. residents are eligible to apply to this position
• It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet
• You will be responsible for providing high-speed internet
• 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
• Bachelor's degree or equivalent work experience preferred
• 3-5 years of experience in related field of patient support programs preferred
• Previous management experience preferred