Manager, Operations - Access and Patient Support

cardinalhealth; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Cardinal Health Sonexus Access and Patient Support seeks an experienced leader to drive hub operations and patient services. You will supervise managers, optimize enrollment and reimbursement processes, and partner with clients to ensure program success.

Strong knowledge of healthcare reimbursement and vendor management is essential. You will guide teams, oversee performance metrics, and develop reporting to demonstrate program outcomes.

Qualifications

• 6+ years of customer service, operations, insurance, reimbursement and/or account management experience in healthcare preferred.
• Patient Hub Services experience is highly preferred.
• Bachelor's degree or equivalent experience in related field preferred, graduate degree strongly preferred.
• Knowledge of the specialty drug product marketplace, health insurance claims processing, and commercialization of products and working with pharma manufacturers is a plus.
• Prefer understanding and prior experience with the development and implementation of at least one of the following: Co-Pay, Access/HUB vendor selection and management and specialty pharmacy.
• Previous personnel/team management, including a high preference for managing managers.
• Demonstrated leadership and communication skills for both in-office and remote staff; organized and self-motivated.
• High attention to detail and ability to detect inconsistencies.
• Strong project management skills.
• Understanding of the healthcare reimbursement and managed care.
• Excellent planning, budget forecasting, and presentation skills.
• Ability to travel ~20% or as needed.

Responsibilities

• Demonstrate advanced knowledge of the Patient Services hub market and related regulations.
• Manage subordinate supervisors who oversee hub team members through enrollment and eligibility reimbursement.
• Oversee daily operations and guide the operations team.
• Interview, hire and train hub staff; assign work and evaluate performance.
• Identify needs and define technical specs for hub capabilities and standards.
• Monitor system performance and drive process improvement and QA programs.
• Develop team members for future responsibilities; lead by example.
• Provide client updates and insights to demonstrate subject matter expertise.
• Grow program margin through patient support and Sonexus offerings.
• Own client relationships and act as escalation point for issues.
• Create client-facing reporting and analytics as needed.
• Collaborate with sponsors and stakeholders to meet business needs.

Skills

Customer service

Operations management

People leadership

Project management

Healthcare reimbursement

Client relationship management

Education

Bachelor's degree or equivalent experience in related field

Graduate degree strongly preferred

Job description

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 patient and hub services allow us to deliver best-in-class solutions-driving results for our manufacturer partners and successfully assisting patients navigate barriers to access. 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.

Sonexus™ Access and Patient Support is part of Cardinal Health's Pharmaceutical and Specialty Solutions division within the Pharmaceutical segment.

Position Responsibilities:

• Demonstrate advanced knowledge of the Patient Services hub market, including but not limited to the following: market landscape, eSolutions, government regulations, and the overall pharmaceutical industry. Additionally, demonstrate expensive experience building and managing high performing operational teams that are adaptable, flexible and patient focused.
• Manages subordinate supervisors who oversee and lead hub team members through the patient enrollment and eligibility reimbursement process.
• Responsible for the overall operational and daily direction, coordination, and evaluation of the operations team.
• Responsibilities include interviewing, hiring and training the hub team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Assists in determining the hub operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves hub operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs.
• Leads by example and develop team members for positions of greater responsibility in the future.
• Maintains a working knowledge of client-facing and industry trends as well as providing updates to program and team leadership.
• Provides insight and analysis to clients to demonstrate subject matter expertise.
• Grows 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.
• Ability to create, modify and provide professional client-facing reporting and analytics.
• Interact with clients, project sponsors, stakeholders, and various project members to ensure specified business needs are met; assist in the post-implementation analysis to ensure requirements are fulfilled.
• Develop and demonstrate a comprehensive knowledge of customer invoicing, payment terms, collections, and customer payment history to assist Accounts Receivable.
• Analyze program processes and provide recommendations for improving efficiency; reduce client expenses when possible while never sacrificing quality of care.
• Urgently resolve, escalation, and own issues negatively impacting productivity or quality.
• Build a knowledge base of each client's business, organization and objectives.

Position Qualifications

• 6+ years of customer service, operations, insurance, reimbursement and/or account management experience in healthcare preferred.
• Patient Hub Services experience is highly preferred.
• Bachelor's degree or equivalent experience in related field preferred, graduate degree strongly preferred.
• Knowledge of the specialty drug product marketplace, health insurance claims processing, and commercialization of products and working with pharma manufacturers is a plus.
• Prefer understanding and prior experience with the development and implementation of at least one of the following: Co-Pay, Access/HUB vendor selection and management and specialty pharmacy.
• Previous personnel/team management, including a high preference for managing managers.
• Demonstrated leadership and communication skills for both in-office and remote staff; organized and self-motivated.
• High attention to detail and ability to detect inconsistencies.
• Strong project management skills.
• Understanding of the healthcare reimbursement and managed care.
• Excellent planning, budget forecasting, and presentation skills.
• Ability to travel ~20% or as needed.

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