Remote Patient Access & Support Supervisor

Cardinal Health; Austin (TX); Remote; USD 68,000 - 87,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Health savings account (HSA)

401k savings plan

Access to wages before pay day with my

FSAs

Disability coverage

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Job summary

Cardinal Health Sonexus Access and Patient Support is seeking a Supervisor to lead inbound/outbound patient access support, enrollment and reimbursement activities, and provide leadership for two emerging clients with unique patient journeys.

You will manage program staff in a 100% remote setting, develop SOPs, review metrics, and coach team members with regular 1x1s to drive performance and 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 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

Call center experience

Communication

Time management

Problem solving

Remote leadership

Schedule flexibility

Education

Bachelor's degree or equivalent

Tools

Workday

Job description

Cardinal Health Sonexus Access and Patient Support is seeking a Supervisor to lead inbound/outbound patient access support, enrollment and reimbursement activities, and provide leadership for two emerging clients with unique patient journeys.

You will manage program staff in a 100% remote setting, develop SOPs, review metrics, and coach team members with regular 1x1s to drive performance and compliance.