Supervisor, Access and Patient Support

Cardinal Health; Bismarck (ND); Remote; USD 55,000 - 75,000; Full time

Job summary

Cardinal Health Sonexus Access and Patient Support seeks a Supervisor to oversee a remote patient access and support team handling enrollment, eligibility, and reimbursement activities.

You will coach team members, manage performance, and ensure adherence to SOPs while meeting SLA and regulatory requirements in a fully remote environment.

Qualifications

• Bachelor's degree or equivalent work experience preferred.
• 2-3 years proven leadership experience in a call center.
• Strong communication and customer service skills, written and verbal.
• Excellent leadership, troubleshooting, time management, and problem-solving skills.
• Ability to prioritize multiple concurrent assignments with urgency, highly organized.
• Commitment to the development of self and team members.
• Ability to lead and engage remote employees.
• Shift flexibility required for early/later shift coverage.

Responsibilities

• Oversee daily operations for an inbound and outbound patient access team.
• Maintain development and training goals for a 100% remote setting.
• Create and maintain SOPs and work instructions with program metrics.
• Conduct regular reviews of program metrics and report results to leadership.
• Manage workflow to ensure efficient customer service; monitor KPIs.
• Test/solution changes related to technology and platform updates.
• Collaborate with leadership to implement new policies and procedures.
• Provide coaching and feedback in regular 1x1 sessions.
• Manage Workday tasks including approvals for timecards and PTO.

Skills

Leadership

Call center

Customer service

Communication

Time management

Remote leadership

Policy adherence

Education

Bachelor's degree

Tools

Workday

Job description

US-Nationwide-FIELD

Full time

20187679

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 pharma, payer and hub services allows us to deliver best-in-class solutions—driving brand and patient markers of success. 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.

Together, we can get life-changing therapies to patients who need them—faster.

Job Summary

The Supervisor, Access and Patient Support will oversee program staff performing customer service, enrollment and reimbursement activities, benefit investigations for pharmacy benefit coverage, prior authorization assistance, copay enrollment and other hub services.

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.
• 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.

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 urgencyHighly 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

TRAINING AND WORK SCHEDULES:

Your new hire training will take place 8:00am-5:00pm CST, mandatory attendance is required. This position is full-time (40 hours/week).

Employees are required to have flexibility