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What Customer Service Management contributes to Cardinal Health

Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function. 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. Personalized service and creative solutions executed through a flexible technology platform means providers are more confident in prescribing drugs, patients can more quickly obtain and complete therapy, and manufacturers can directly access more actionable insight than ever before.

Job Summary

The Customer Service Ops Supervisor directly supervises staff that are performing customer service and enrollment activities as well as Reimbursement Staff performing benefit investigations for pharmacy and medical benefit coverage. Serving 1-2 clients, this position is responsible for overseeing the staffing schedule, training, and monitoring of key performance indicators to meet the requirements as outlined by client contracts and internal 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. Through effective supervision, the Customer Service Supervisor Ops contributes to high quality customer service and long-term retention of customers.

Responsibilities

• Manages workflow within assigned team to ensure efficient customer service operations. Monitors inbound calls and queue, and tracks key performance indicators such as abandonment rate, calls completed, and customer satisfaction.

• Training employees; planning, assigning, and directing work; rewarding and disciplining employees; addressing complaints and resolving problems, and attend client meetings as necessary

• Coaches team members on client questions and assists with the most complex issues, including benefit investigations and patient financial barriers. Monitors customer service calls to provide frequent feedback and conducts performance evaluations for employees in assigned group.

• Oversees staffing requirements, coordinates employee work schedules, and approves vacation and sick days.

• Communicates regularly with clients to report on the performance of the patient support team and to discuss customer needs and concerns.

• Assists clients, medical doctor’s offices, and patients using APS Center software, including entering pertinent patient data into APS Center Software to establish new accounts, completing orders, and forwarding orders to appropriate queues. Completes benefit investigations for clients and patients on occasion.

• Assists Sales Force and Reimbursement Managers with questions and concerns regarding their accounts. Escalates client issues and concerns to commercial team members and the Customer Service Manager as appropriate.

• Meets regularly with the Customer Service Manager to discuss team performance and people management considerations. Assists the Manager in implementing new policies and procedures.

• Conducts recurring team meetings to discuss weekly performance, significant developments, upcoming trainings and events, and staffing. Ensures team’s alignment on new APS Center policies and procedures.

• 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

• 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

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

• Consistently demonstrate the Cardinal Health values (What we value):

• Integrity – We hold ourselves to the highest ethical standard

• Accountable – We bring passion, determination, and grit to deliver on our commitments

• Inclusive – We embrace differences to drive the best outcomes

• Mission Driven – We serve the greater goal of healthcare

• Innovative – We develop new ways of thinking, operating and serving customers

• Regularly practice the Cardinal Heath behaviors (The way we act):

• Invites curiosity

• Builds partnerships

• Inspires commitment

• Develops self and others

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 - $93,550

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: 06/14/2024 *if interested in opportunity, please submit application as soon as possible.

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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