Operations Manager, Access Patient and Support

What Operations Manager Contributes to Cardinal Health 
Operation Managers are responsible for managing the success of the relationship with an assigned set of clients to achieve the goals and objectives identified by the customer and Cardinal Health. Assists in identifying, understanding, and resolving business, distribution, and operational issues; responds to customer inquiries and takes actions essential to maintaining favorable customer relations. Interpret client needs and assess business requirements while developing alternate solutions when needed. Manage subordinate supervisor(s) and team members providing insurance enrollment and reimbursement support. Responsible for long-term relationship building between the customer, Cardinal Health, and other professional organizations while working cross-functionally to meet goals. The complexity of the solution, product, or services offered is variable and moderately complex.

Responsibilities 

• Manage subordinate supervisor(s) who direct employees in enrollment and eligibility reimbursement.
• Responsible for leading strategic planning from personnel hiring, workflow, development, maintaining the tracking of and accountability of staff regarding standards and TAT/KPI expectations, as well as disciplinary action related to respective team members in compliance with Cardinal Health policy / procedure.
• Coordinate with subordinate supervisor(s) and talent acquisition related to vacancy needs and interview and select top talent.
• Provide input into succession plans and development plans for employees.
• Conduct one-on-one discussions with subordinate supervisor(s) documenting performance and provide feedback and coaching to help enhance the skills and capabilities of the team.
• Coordinate with subordinate supervisor(s) and training center of excellence related to upcoming training needs.
• Aids in the implementation strategy of workflows and processes to monitor for effectiveness and enhance productivity and results.
• Enforce company/program policies and ensure compliance with all relevant regulations and standards.
• Communicates on a regular basis to subordinate supervisor(s) as appropriate to provide regular feedback on performance or challenges.
• Lead by example and develop a team of employees for positions of greater responsibility in the future and building a bench of talent, while promoting trust and building influence.
• Acts as a coach/mentor to the team through program execution and support to talent development.
• Act in accordance with the company’s core values and adherence to the Code of Conduct
• Manage the compilation, analysis, and reporting of data to forecast trends and support the management of all aspects of the program, applying statistical techniques to support program functionality.
• Communicate with directors providing updates on current workload and performance.
• Transitions daily between completing independent work and collaborating with internal team on business initiatives.
• Collaborate across teams within Cardinal to effectively manage without authority to execute client needs, while developing and strengthening cross functional relationships with internal partners to ensure best in class service to the client.
• Apply knowledge of the client’s business to develop optimal solutions.
• Accountability of self and others in pursuit of providing world-class support.
• Grow program margin through demonstrated performance, patient support, and implementation of all applicable Sonexus offerings.
• Own client relationship and act as the escalation point/liaison for all program services, projects, and operational performance issues.
• Operationally responsible for the introduction or change management of new products, processes and business initiatives.
• Interact with clients to provide resolution to inquiries and present updates on specific program performance.
• Works directly with the manufacturer clients on program requirements, day to day operations and utilize expertise to develop most beneficial solution for client and Cardinal Health while articulating clearly to all parties involved.
• Identify and qualify opportunities within service portfolio (including but not limited to technology, program design, services expansion, etc.…) with existing client and develop plans for introducing new solutions through collaborative relationships.
• Lead and deliver professional program status to clients and Sonexus senior leadership in accordance with agreed upon cadence; includes Quarterly Business Reviews, Monthly Program Reviews, and Client Health Reports.