Supervisor, Customer Service Management

Cardinal Health; Salt Lake City (UT); Remote; USD 66,000 - 94,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off plan

Health savings account (HSA)

401k savings plan

Flex spending accounts (FSAs)

Disability coverage

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Job summary

Cardinal Health is hiring a Supervisor, Access and Patient Support to oversee a remote team handling customer service, enrollment and reimbursement activities, benefit investigations for pharmacy coverage, and prior authorization support. This role emphasizes coaching, policy development, and KPI-driven management.

The position is remote with standard full-time hours and CST training. Applicants should have a bachelor’s degree or equivalent experience and 2–3 years of leadership in a call

Qualifications

• Bachelor's degree in related field, or equivalent work experience.
• 2–3 years proven leadership experience in a call center.
• Strong written and verbal communication skills.
• Ability to lead remote employees.
• Shift flexibility to cover early/later shifts.

Responsibilities

• Oversee 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 program-specific metrics.
• Conduct regular reviews of program metrics and report results to leadership.
• Manage workflow to ensure efficient customer service; monitor KPIs such as abandonment rate, Service Level, After Call Survey and First Call Resolution.
• Test/solution changes including technology, platform upgrades and business rule modifications.
• Meet with Manager to discuss performance and people management considerations.
• Conduct development-based 1x1s with team members and provide coaching and feedback.
• Manage Workday tasks; approvals, timecards, PTO, etc.
• Comply with Local, State, and Federal laws including HIPAA plans.
• Collaborate with internal partners to resolve complex program issues.
• Prioritize time and meet deadlines; maintain daily client/3rd party contact.
• Other duties as assigned.

Skills

Leadership

Call center

Customer service

Remote management

Time management

Coaching

Development

Education

Bachelor's degree or equivalent experience

Job description

US-Nationwide-FIELD

Full time

20187491

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 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

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 to work any of our shift schedules during our normal business hours of Monday-Friday, 8:00am- 5:00pm CST.

REMOTE DETAILS:

This position is remote. Working remotely, full-time requires a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide the computer, technology and equipment needed to successfully perform the job. The employee is 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: $65,500 - $93,550

Bonus eligible: No

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• 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: 11/14/2026 *if interested in opportunity, please submit application as soon as possible.

The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

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/Affirmative Action 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.

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.