Supervisor, Access and Patient Support

Cardinal Health; Lansing (MI); Remote; USD 68.000 - 87.000; Vollzeit

Benefits dieser Stelle

Medical coverage

Dental & Vision

Paid time off

Health Savings Account (HSA)

401k savings plan

Wages advance (myFlexPay)

FSAs

Disability coverage

Work-Life resources

Paid parental leave

Wellness programs

Zusammenfassung

Cardinal Health is seeking a Supervisory leader for Access and Patient Support to oversee an inbound and outbound patient access team in a fully remote capacity.

You will develop SOPs, monitor KPIs, coach remote staff, and collaborate with internal partners to resolve complex program issues while ensuring compliance with HIPAA and company policies. This role is centered on service excellence for patients and providers.

Qualifikationen

• Bachelor's degree or related field preferred or equivalent work experience.
• 2-3 years proven experience in a leadership position within a call center or similar environment.
• 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 with strong time management.
• Commitment to developing oneself and team members.
• Ability to lead and engage remote employees.
• Shift flexibility for coverage on early/later shifts.

Aufgaben

• Oversee daily operations for an inbound and outbound patient access support team.
• Maintain development/training goals for remote team members.
• Create and maintain SOPs and work instructions & metrics specific to the program.
• Review program metrics daily, weekly, monthly, and quarterly with leadership.
• Manage workflow to ensure efficient customer service; monitor calls and KPIs.
• Test/solution/approve program changes including tech and business rules.
• Meet with Manager regularly to discuss performance and policy updates.
• Conduct coaching sessions and set goals with team members.
• Manage Workday tasks: approvals, timecards, PTO, etc.
• Ensure compliance with Local, State, and Federal laws and HIPAA plans.
• Collaborate with internal partners for effective issue resolution.
• Prioritize time and tasks to meet deadlines set by manager.
• Maintain daily contact with client/3rd party partners via strong communication.
• Other duties as assigned.

Kenntnisse

Leadership

Communication

Time management

Problem-solving

Remote leadership

Prioritization

Customer service

Ausbildung

Bachelor's degree or equivalent experience

Jobbeschreibung

US-Nationwide-FIELD

Full time

20189092

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.

What Customer Service Management contributes to Cardinal Health

Customer Service Leadership is responsible for strategic oversight and management of personnel directly interacting with external groups including but not limited to patients, caregivers, healthcare providers, insurance providers, and pharmaceutical clients.

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. The supervisor will be serving clients with advanced therapies and unique patient journeys.

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

What is expected of you and others at this level

• Consistently demonstrate Cardinal Health values (What we value): Integrity – We hold ourselves to the highest ethical standard Accountable – We bring passion, determination, and grit to deliver on our commitments Inclusive – We embrace differences to drive the best outcomes Mission Driven – We serve the greater goal of healthcare Innovative – We develop new ways of thinking, operating, and serving customers
• Regularly practice the Cardinal Heath behaviors (The way we act): Invites curiosity Builds partnerships Inspires commitment Develops self and others

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.

TRAINING AND WORK SCHEDULES

Your new hire training will take place 8:00am-5:00pm CT the first week of employment. Attendance is mandatory.

This position is full-time (40 hours/week). Employees are required to have flexibility to work a scheduled shift of 7am-7pm CT.

REMOTE DETAILS: All U.S. residents are eligible to apply to this position.

You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:

Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, Cellular connections are NOT acceptable.

• Download speed of 15Mbps (megabyte per second)
• Upload speed of 5Mbps (megabyte per second)
• Ping Rate Maximum of 30ms (milliseconds)
• Hardwired to the router
• Surge protector with Network Line Protection for CAH issued equipment

Anticipated salary range

$67,500 - $86,670

Bonus eligible

No

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

Application window anticipated to close: 12/11/2026

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

To read and review this privacy notice click here (https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf)

Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities.

We are a crucial link between the clinical and operational sides of healthcare, delivering end‑to‑end solutions and data‑driving insights that advance healthcare and improve lives every day. With deep partnerships, diverse perspectives and innovative digital solutions, we build connections across the continuum of care.

With more than 50 years of experience, we seize the opportunity to address healthcare's most complicated challenges — now, and in the future.

View Cardinal Health on YouTube (http://youtube.com/user/CardinalHealth)