Supervisor, Customer Service Management

What the Operations Supervisor, Access & Patient Support contributes to Cardinal Health

The Operations Supervisor is responsible day to day front line team operations within the Access & Patient Support department.  Delivering an exclusive model that fully integrates direct drug distribution to site-of-care with non-commercial pharmacy services, patient access support, and financial programs, Sonexus Health, a subsidiary of Cardinal Health, helps specialty pharmaceutical manufacturers have a greater connection to the customer experience and better control of product success.

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 customers
• Frequently interacts with subordinates, customers and peer groups at various management levels
• Interactions normally involve information exchange and basic problem resolution
• Effective communication and collaboration with client
• Learn all areas of the program and shares subject matter expertise
• Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
• In-depth knowledge in technical or specialty area
• Applies advanced skills to resolve complex problems independently
• May modify process to resolve situations

​Responsibilities in this role

• Supervises Access Patient Support staff that are performing customer services and enrollment activities as well as reimbursement staff performing benefit investigations for pharmacy and medical benefit coverage
• Overseeing the staffing schedule to meet the requirements as outlined by client contracts and company policy and procedures to include standard operating policies and work instructions.
• Directly supervises employees in the Access Patient Support Center in accordance with the organization's policies and applicable laws
• Responsibilities include training employees; planning, assigning, and directing work; rewarding and disciplining employees; addressing complaints and resolving problems, and attend client meetings as necessary
• Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
• Applies expertise to solve standard and non-standard problems within own area
• Makes decisions, often difficult and/or unpopular, by carefully weighing pros and cons and acting for the benefit of the work team; coaches/supports subordinates in their decision-making efforts
• Provides direction in discussing and creating development plans
• Provides input into succession planning process for own work area
• Aligns individual goals for self and others with work area/functional goals
• Builds confidence and respect of others through a positive and energizing style
• Assists work team in the achievement of goals/ commitments; achieves own goals/commitments regardless of obstacles
• Works within budgetary/ financial objectives set by manager, applying knowledge of profit drivers to work processes within own area
• Identifies specific opportunities for long-term change within own work team or product/service
• Builds customer relationships, interprets customer needs and assesses their business requirements
• Leverages customer knowledge to develop alternative solutions and shares key learnings with others
• Resolves day-to-day or routine problems using defined processes
• Works/brainstorms with work team and provides suggestions for solutions that contain the appropriate level of risk; ensures work team understands and supports the focus on operational excellence
• Actively builds relationships across functions/businesses that bring value to the company, encouraging the participation and perspectives of all team members, regardless of background; mentors and empowers others to achieve success
• Effectively listens to and explains difficult issues to reach shared understanding and build alignment
• Passionate about developing oneself and others
• Effective communication skills
• Adaptable and flexible
• Self-Motivated and dependable
• Crit