Remote Access & Patient Support Supervisor

Cardinal Health; Concord (NH); Remote; USD 70,000 - 90,000; Full time

Job summary

Cardinal Health Sonexus Access and Patient Support is seeking a Supervisor to oversee program staff performing customer service, enrollment, reimbursement, and benefit investigations for pharmacy coverage. This role focuses on remote team leadership and program performance.

You will manage daily operations, develop training, create SOPs, monitor KPIs, and collaborate with partners to resolve issues while ensuring HIPAA compliance.

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.
• Strong communication and customer service skills.
• Excellent leadership, troubleshooting, time management, and problem-solving skills.
• Ability to prioritize multiple concurrent assignments with urgency.
• Experience leading remote employees.
• Shift flexibility for early/later shifts.

Responsibilities

• Oversees daily operations for an inbound and outbound patient access support team.
• Maintain development and training goals for team members in a 100% remote setting.
• Create and maintain Standard Operating Procedures and work instructions & metrics specific to the program.
• Conduct 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 KPIs 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.
• Resonsible 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

Customer service

Communication

Time management

Problem solving

Remote team management

Education

Bachelor's degree or equivalent

Job description

Cardinal Health Sonexus Access and Patient Support is seeking a Supervisor to oversee program staff performing customer service, enrollment, reimbursement, and benefit investigations for pharmacy coverage. This role focuses on remote team leadership and program performance.

You will manage daily operations, develop training, create SOPs, monitor KPIs, and collaborate with partners to resolve issues while ensuring HIPAA compliance.