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.

What Customer Service Management contributes to Cardinal Health

The Operations Supervisor is responsible for strategic oversight and management of program staff providing customer service, enrollment / reimbursement activities, benefit investigations for product coverage, prior authorizations assistance, copay enrollment and other patient services 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 operations or business staff

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

Responsibilities

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 recurring (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.