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.  

Job Summary

The Operations Supervisor will oversee program staff performing customer service, enrollment and reimbursement activities, benefit investigations for pharmacy benefit coverage, prior authorization assistance, copay enrollment and other hub services. 

Responsibilities:  

• Collaboratively oversees daily operations for an inbound and outbound patient access support team. 
• Ability to maintain development/training goals for team members in a 100% remote setting. 
• Responsible for creating and maintaining Standard Operating Procedures and work instructions & metrics specific to the program. 
• Responsible for conducting daily, weekly, monthly, and quarterly reviews of program metrics and reporting results to leadership. 
• Manages workflow within assigned team to ensure efficient customer service operations. Monitors inbound calls and workgroups, and tracks key performance indicators such as abandonment rate, Service Level, After Call Survey and First Call Resolution. 
• Responsible for testing/solutioning/approving program changes including those related to technology (in various digital platforms & CRMs), platform upgrades and modifications to program business rules. 
• Meets regularly with Manager to discuss team performance and people management considerations. Assists the Manager in implementing new policies and procedures. 
• Conducts development-based biweekly/monthly/quarterly 1x1s with team members and holds responsibility for providing effective coaching, development and feedback on both performance and goal setting. 
• Responsible for managing Workday tasks; approvals timecards, PTO, etc. 
• Comply with all Local, State, and Federal laws and regulations as they pertain to services provided by the Company.  This includes supporting and demonstrating compliance with the Company’s Compliance and HIPAA Plans. 
• Collaborates with internal business partners to provide effective responses and resolutions to complex program related issues. 
• Manages time and independently prioritizes work responsibilities to meet key deadlines as assigned by manager. 
• Maintains daily contact with client/3rd party partners by leveraging excellent verbal and written communication skills. 
• Other duties as assigned. 

What is expected of you and others at this level 

• Coordinates and supervises the daily activities of operations or business staff 
• Administers and exercises policies and procedures 
• Ensures employees operate within guidelines 
• Decisions have a direct impact to 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 
• Ability to travel 25% of the time, when needed

Qualifications 

• Bachelor's degree in related field, or equivalent work experience, preferred 
• 2-3 years’ proven experience in a call center leadership position exposed to patient support programs preferred 
• Strong communication/customer service skills (written and verbal) 
• Excellent leadership, trouble shooting, time/energy management, emotional intelligence, change management, and problem-solving skills 
• Ability to prioritize multiple, concurrent assignments and work with a sense of urgency 
• Highly organized, solution-oriented, and regularly applies skills to create and clearly communicate strategic and tactical plans leading to an efficient and effective operat