Supervisor, Access Patient and Support

What Customer Service Management contributes to Cardinal Health

Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function.

What is expected of you and others at this level

• Coordinates and supervises the daily activities of operations
• 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
• 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

Responsibilities

The Customer Service Operations Supervisor will oversee program staff performing customer service, enrollment and reimbursement activities, benefit investigations for pharmacy benefit coverage, prior authorization assistance, copay enrollment and other patient services.

• Collaboratively oversees daily operations for an inbound and outbound patient access support team of 70+ team members
• Ability to maintain development/training goals for team members in a 100% remote setting
• Responsible for creating and maintaining Standard Operating Procedures and work instructions specific to the program.
• Responsible for conducting weekly, monthly, and quarterly reviews of program metrics and reporting out results to senior leadership
• Responsible for testing/solutioning/approving program changes including those related to Information Technology, platform upgrades and modifications to program business rules
• Handles creation, editing, and approval of employee timecards in accordance with time-keeper manager responsibilities in addition to other standard HR responsibilities as a people leader
• Conducts development-based biweekly/monthly/quarterly 1x1s with team members and holds responsibility for providing effective coaching and feedback on both performance improvement and goal setting
• Collaborates with internal business partners to provide effective responses and resolutions to complex program related issues
• Effectively manages time and independently prioritizes work responsibilities to meet key deadlines as assigned by manager
• Maintains daily contact with client/3rd party partners by leveraging excellent verbal and written communication skills

Qualifications

• Bachelor’s degree or equivalent work experience
• 3-5 years of experience in related field
• Previous management experience preferred
• Strong communication and presentation skills
• Commitment to the continued development of oneself and team members

TRAINING AND WORK SCHEDULES: Your new hire training will take place 8:00am-5:00pm CST, 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 CST.

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)