Supervisor, 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.

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 setting.

• Effectively manage time and independently prioritize work responsibilities to meet key deadlines.

• Maintain regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills.

• Contribute to the building and presentation of quarterly business reviews to clients (either virtually or in-person).

• Proactively seek and implement process efficiencies to reduce team manual work.

• Host recurring (bi-weekly/monthly) team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc.

• Work well independently and in a team setting by collaborating across different departments.

• Travel may be needed to perform your duties up to 25%.

Qualifications

• Bachelor’s degree or equivalent work experience preferred.

• 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

• 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 cus