Remote Access & Patient Support Supervisor

Cardinal Health; Annapolis (MD); On-site; USD 68,000 - 87,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

HSA

401k savings plan

Paid time off plan

MyFlexPay access to wages

FSAs

Disability coverage

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Job summary

Cardinal Health is seeking a Supervisor, Access and Patient Support to oversee our patient access program staff performing customer service, enrollment and reimbursement activities. The role supports two emerging clients with advanced therapies and unique patient journeys in a fully remote setting.

You will lead a 100% remote team, develop SOPs, monitor program metrics, and drive continual coaching and performance management.

Qualifications

• Bachelor's degree in related field, or equivalent work experience, preferred
• 2-3 years proven experience in a leadership position within a call center preferred, exposure to customer service
• Strong communication and customer service skills, (written and verbal)
• Excellent leadership, troubleshooting, time management, and problem-solving skills
• Ability to prioritize multiple, concurrent assignments and work with a sense of urgency
• Highly organized by utilizing time management skills
• Commitment to the continued development of oneself and team members
• Ability to lead and engage remote employees
• Shift flexibility required if coverage is needed on an early/later shift

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, 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.

Skills

Leadership experience

Call center leadership

Customer service

Communication skills

Remote management

Shift flexibility

Education

Bachelor's degree in related field

Job description

Cardinal Health is seeking a Supervisor, Access and Patient Support to oversee our patient access program staff performing customer service, enrollment and reimbursement activities. The role supports two emerging clients with advanced therapies and unique patient journeys in a fully remote setting.

You will lead a 100% remote team, develop SOPs, monitor program metrics, and drive continual coaching and performance management.