Manager, Access and Patient Support

Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy 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’re continuously integrating 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. 

The Operations Manager is responsible for the overall daily direction, coordination, and evaluation for an Access & Patient Support program team. The manager will use their market knowledge of Rx Specialty Hub Services: benefits, market landscape, eSolutions, regulations, and the overall pharmaceutical industry. The manager will build and manage a high performing operational team to be proactive, productive, adaptable, and patient focused.  

Responsibilities 

• Responsible for employee/team development, which includes, but is not limited to hiring, training, coaching, counseling, performance appraisals, rewards and more.   

• Directly manage program supervisors who oversee and lead hub team members.  Ensure call center metrics are constantly monitored.

• Assists in determining the hub operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards. 

• Maintains and improves hub operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.  

• Proactively monitors team KPI reports/statistics for quality & productivity. 

• Ensure program success through demonstrated performance, patient support, and implementation of all applicable offerings.   

• Prioritize program compliance/success and act as the escalation point / liaison for all program services, projects, and operational performance issues.   

• Comply with all Local, State, and Federal laws and regulations as they pertain to services provided.  This includes supporting and demonstrating compliance with the Company’s Compliance and HIPAA Plans.

• Prepare teams for change, build trust in business transformation, align stakeholder and team expectations to drive an exemplary customer experience.

• Urgently resolve, escalate, and own issues negatively impacting productivity or quality. 

• Other duties as assigned. 

What is expected of you and others at this level 

• Manages department operations and supervises professional employees, front line supervisors and/or business suppor