Supervisor, Customer Service Management

Cardinal Health; Town of Texas (WI); Remote; USD 66,000 - 95,000; Full time

Job summary

An established industry player is seeking a Supervisor for Customer Service Management to lead a dynamic team in enhancing patient support services. This full-time role offers the opportunity to drive operational excellence and foster employee development within a collaborative environment. You will oversee daily operations, provide coaching, and ensure adherence to guidelines while resolving client inquiries. The position offers a competitive salary and a robust benefits package, making it an excellent opportunity for those passionate about healthcare and customer service. Join a forward-thinking company committed to diversity and inclusion.

Benefits

Health Coverage

Paid Time Off

401k

Flexible Spending

Disability Coverage

Parental Leave

Wellness Programs

Qualifications

• 2-4 years in call centers or healthcare preferred.
• Strong listening and coaching skills required.

Responsibilities

• Supervise daily operations of support staff.
• Provide coaching and training to employees.

Skills

Leadership

Problem-Solving

Communication

Coaching

Customer Service

Process Improvement

Education

College Degree or equivalent experience

Job description

Join to apply for the Supervisor, Customer Service Management role at Cardinal Health.

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 expertise in pharma, payer, and hub services allows us to deliver top-tier solutions—driving brand and patient success. We are integrating emerging technologies to streamline patient onboarding, qualification, and adherence. Our non-commercial specialty pharmacy is located outside Dallas, Texas, empowering manufacturers to expand 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 Management provides strategic oversight and leadership within the Customer Service function.

Accountabilities

• Serve as an escalation point for employees, patients, and providers to resolve issues
• Provide coaching and training to employees in customer service, case resolution, and database management
• Monitor and review calls and documentation to develop employee skills
• Conduct performance discussions with team members and provide feedback
• Interact with clients to resolve inquiries and update on program performance
• Manage employee schedules to ensure proper coverage as per contracts and policies

Expected Responsibilities

• Coordinate and supervise daily operations of support staff
• Implement and enforce policies and procedures
• Ensure team adherence to guidelines
• Make decisions impacting work unit and customer satisfaction
• Engage with team members, customers, and management at various levels
• Handle information exchange and basic problem resolution

Qualifications

• College Degree or equivalent experience preferred
• Leadership experience in team development
• 2-4 years in call centers, healthcare, or related fields preferred
• Knowledge of health insurance plans, especially commercial and government
• Pharmaceutical knowledge is a plus
• Strong listening, problem-solving, motivation, and coaching skills
• Effective communication and leadership skills
• Approachable and rapport-building abilities
• Decisiveness and relationship-building skills
• Experience with process improvement

Training and Schedule

Mandatory new hire training from 8:00am-5:00pm CST. Full-time position (40 hours/week) with flexible shifts during Monday-Friday, 7:00am-7:00pm CST.

Remote Work Details

Remote, full-time, requiring a dedicated, quiet environment with high-speed internet. Equipment provided; internet must meet specified speed and connection standards.

Salary & Benefits

Estimated salary range: $66,500 - $94,950. Benefits include health coverage, paid time off, HSA, 401k, flexible spending, disability coverage, work-life resources, parental leave, and wellness programs.

Application Deadline

Close by 6/29/2024. Apply promptly. Salary is determined by multiple factors including location, education, experience, and internal pay equity.

We encourage back-to-work individuals, persons with disabilities, veterans, and those without a college degree to apply. Cardinal Health values diversity and inclusion, supporting an equitable workplace.