Operations Manager, Access Patient and Support

Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so patients can access, afford, and remain on the therapies they need for a better quality of life. Our diverse expertise in pharma, payer, and hub services allows us to deliver best-in-class solutions—driving brand and patient markers of success. We continuously integrate advanced and emerging technologies to streamline patient onboarding, qualification, and adherence. Our non-commercial specialty pharmacy is centralized at our custom-designed facility outside of Dallas, Texas, empowering manufacturers to rethink the reach and impact of their products. 

Together, we can get life-changing therapies to patients who need them—faster. 

Accountabilities  

• Manage, coach, lead, and mentor subordinate supervisors who direct employees in enrollment and eligibility reimbursement for patient support programs 

• Responsible for the overall direction, coordination, and evaluation of their teams up to 100 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 

• 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 

• Lead 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 

• Interact with indirect reports regularly during skip-level one-on-ones 

• Review activity reports to assess performance 

What is expected of you and others at this level 

• Manages department operations and supervises professional employees, frontline supervisors and/or business support staff 

• Participates in the development of policies and procedures to achieve specific goals 

• Ensures employees operate within guidelines 

• Decisions have a short-term impact on work processes, outcomes, and customers 

• Interacts with subordinates, peer customers and suppliers at various management levels may interact with senior management 

• Interactions normally involves resolution of issues related to operations and/or projects 

• Gains consensus from various parties involved 

• Ability to travel 25% of the time 

Qualifications 

• 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