Clinical Supervisor, Access and Patient Support

What Clinical Supervisor contributes to Cardinal Health

Customer Service Leadership is responsible for strategic oversight and management of personnel directly interacting with external groups including but not limited to patients, caregivers, healthcare providers, insurance providers, and pharmaceutical clients.

What is expected of you and others at this level

· Coordinates and supervises the daily activities of clinical operations, or business support staff

· Ensures ongoing product and disease state training is provided to clinical 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

· Consistently demonstrate Cardinal Health values (What we value):

o Integrity – We hold ourselves to the highest ethical standard.

o Accountable – We bring passion, determination, and grit to deliver on our commitments.

o Inclusive – We embrace differences to drive the best outcomes.

o Mission Driven – We serve the greater goal of healthcare.

o Innovative – We develop new ways of thinking, operating, and serving customers.

· Regularly practice the Cardinal Heath behaviors (The way we act):

o Invites curiosity.

o Builds partnerships.

o Inspires commitment.

o Develops self and others.

Responsibilities

The Clinical Operations Supervisor leads program staff performing actions including customer service, patient and healthcare provider interactions, and other patient services.

· Oversight and management of direct reports including but not limited to nursing staff

· Oversight of daily clinical operations for patient access support contact center team members and provide daily support ensuring team members can perform job responsibilities.

· Oversight and implementation of all program compliance activities, product training and adverse event/product quality complaint training.

· Oversight of clinical training, coach, teach, train, and mentor team members while monitoring individual and team performance.

· Create and maintain 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 scheduling/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 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

· Current, unrestricted Registered Nurse license, required.

· BA, BS or equivalent experience in related field preferred

· 5 years of clinical experience, preferred.

· Knowledge of program disease state, preferred.

· Call center or telephonic nursing experience, preferred.

· Previous leadership experi