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.

• Oversee daily operations for quality performance monitoring team of up to 8 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.

• Demonstrate knowledge of quality systems and approaches including Call & Case Monitoring, Adverse Event reporting and Non-Conformance management.

• Create and maintain creating and maintaining Standard Operating Procedures and work instructions specific to the program.

• Coordinate and deliver reoccurring (weekly, monthly, and quarterly) reviews of program metrics / dashboards while proactively sharing results with internal and external senior leaders.

• Coordinate and deliver special projects related to quality monitoring and reoccurring quality related calibration meetings, both internal and client facing.

• 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 Non-Conformances 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 for Agents and Quality performance team.

• 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.

• Previous Quality monitoring 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