Supervisor, Customer Service Management

What Customer Service Management contributes to Cardinal Health

Customer Service Leadership is responsible for strategic oversight and management of personnel directly interacting with external groups including but not limited to patients, caregivers, healthcare providers, insurance providers, and pharmaceutical clients. 

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. Through effective supervision, the Customer Service Supervisor Ops contributes to high quality customer service and long-term retention of customers.

Qualifications

• Bachelor’s degree or equivalent work experience
• 3-5 years of experience in related field of patient support programs preferred
• Previous management experience preferred
• 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

What is expected of you and others at this level

• Consistently demonstrate 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

Responsibilities

The Customer Service Operations Supervisor  leads program staff performing actions including:  customer service, enrollment /reimbursement activities, benefit investigations for product benefit coverage, prior authorization assistance, copay enrollment, and other patient services.

• Oversee daily operations for patient access support contact center team of up to 15 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 se