Remote Customer Service Operations Supervisor

Cardinal Health; Madison (WI); Remote; USD 69,000 - 88,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Paid time off

Health Savings Account

401k

MyFlexPay

FSAs

Disability insurance

Work-Life resources

Parental leave

Wellness programs

Job summary

Cardinal Health Sonexus Health Pharmacy Services seeks a Specialty Pharmacy Operations Supervisor to lead a patient access support center and reimbursement staff serving 1-2 clients from a remote, home-based site. You will supervise up to 20 staff, train teams, and drive KPIs in line with client contracts and SOPs.

You’ll oversee training, develop procedures, and deliver program metrics reviews to senior leaders, while coordinating HR tasks, interviewing candidates, and implementing process

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• 3-5 years of experience in related field of patient support programs preferred.
• Previous management experience preferred.
• Strong communication, presentation, and time management skills.
• Commitment to the continued development of oneself and team members.
• Advanced computer skills in Microsoft Office including Word, Teams, Outlook, PowerPoint, Excel.
• Travel may be needed to perform your duties up to 10%.

Responsibilities

• Oversee daily operations for patient access support contact center team of up to 20 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.
• Create and maintain creating and maintaining Standard Operating Procedures and work instructions specific to the program.
• Coordinate and deliver recurring reviews of program metrics / dashboards while proactively sharing results with internal and external senior leaders.
• 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 Corrective and Preventative Actions in a timely manner.
• Coordinate with fellow supervisors and collaborate with business partners to provide effective responses and resolutions to complex program related issues.
• Conduct recurring development-based 1x1s with team members focused on both performance and goal setting.
• Effectively manage time and independently prioritize work responsibilities to meet key deadlines.
• Maintain regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills.
• Contribute to the building and presentation of quarterly business reviews to clients (either virtually or in-person).
• Proactively seek and implement process efficiencies to reduce team manual work.
• Host recurring (bi-weekly/monthly) team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc.
• Work well independently and in a team setting by collaborating across different departments.

Skills

Communication skills

Time management

Presentation skills

Leadership

Education

Bachelor’s degree

Tools

Microsoft Word

Microsoft Teams

Microsoft Outlook

PowerPoint

Excel

Job description

Cardinal Health Sonexus Health Pharmacy Services seeks a Specialty Pharmacy Operations Supervisor to lead a patient access support center and reimbursement staff serving 1-2 clients from a remote, home-based site. You will supervise up to 20 staff, train teams, and drive KPIs in line with client contracts and SOPs.

You’ll oversee training, develop procedures, and deliver program metrics reviews to senior leaders, while coordinating HR tasks, interviewing candidates, and implementing process