Supervisor, Customer Service Management

Cardinal Health; United States; Remote; USD 66,000 - 95,000; Full time

Job summary

An established industry player in healthcare is seeking a Supervisor for Customer Service Management to lead a dedicated team in providing exceptional patient support. This full-time role involves overseeing daily operations, coaching team members, and ensuring high-quality service delivery. With a focus on continuous improvement and collaboration, you will play a vital role in enhancing patient access to life-changing therapies. Join a forward-thinking organization that values diversity and offers a supportive environment for professional growth and development.

Benefits

Health coverage

Paid time off

Health Savings Account (HSA)

401(k) plan

Qualifications

• 3-5 years in patient support programs preferred.
• Strong communication and time management skills.
• Commitment to team and personal development.

Responsibilities

• Lead customer service and patient support actions.
• Oversee daily operations of the patient access support contact center.
• Coach, train, and mentor team members remotely.

Skills

Management experience

Strong communication skills

Time management skills

Proficiency in Microsoft Office

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Word

Microsoft Teams

Microsoft Outlook

Microsoft PowerPoint

Microsoft Excel

Job description

Cardinal Health Sonexus Health Pharmacy Services 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 best-in-class solutions, driving brand and patient success metrics. We continuously integrate advanced 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.

Job Summary

The Supervisor, Customer Service Management, supervises staff involved in customer service, enrollment activities, and reimbursement staff handling benefit investigations for pharmacy and medical coverage. Serving 1-2 clients, this role oversees staffing, training, and KPI monitoring to meet contractual and internal standards. The supervisor contributes to high-quality customer service and long-term customer retention through effective team leadership.

Responsibilities

• Lead program staff performing customer service and patient support actions.
• Oversee daily operations of the patient access support contact center with up to 20 team members.
• Coach, train, and mentor team members remotely, monitoring performance.
• Create and maintain SOPs and work instructions specific to the program.
• Review program metrics regularly and share results with leadership.
• Assess, test, and approve program changes, including IT and business rules modifications.
• Report system issues impacting CRM and productivity promptly.
• Manage employee timecards and HR responsibilities.
• Handle recruitment processes, including opening requisitions and interviewing candidates.
• Coordinate corrective actions with leadership.
• Monitor program adherence, quality, and attendance, addressing issues as needed.
• Report CAPAs timely.
• Collaborate with supervisors and business partners on complex issues.
• Conduct performance and goal-setting 1:1s with team members.
• Prioritize work responsibilities independently to meet deadlines.
• Maintain communication with clients and partners, contributing to quarterly reviews.
• Seek and implement process efficiencies.
• Host regular team meetings to discuss updates and KPIs.
• Work independently and collaboratively across departments.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• 3-5 years in patient support programs preferred.
• Management experience preferred.
• Strong communication and time management skills.
• Commitment to team and personal development.
• Proficiency in Microsoft Office, including Word, Teams, Outlook, PowerPoint, and Excel.
• Willingness to travel up to 10%.

Additional Expectations

• Supervise daily operations and enforce policies.
• Make decisions impacting operations and customer satisfaction.
• Engage with subordinates, customers, and peers at various levels.

Training and Schedule

Training occurs the first week, 8:00 am-5:00 pm CT. The role is full-time, with a scheduled shift of 8 am - 5 pm CT. Remote work is supported, requiring a dedicated, quiet environment and high-speed internet meeting specified criteria.

Compensation and Benefits

Estimated salary range: $66,500 - $94,900. Benefits include health coverage, paid time off, HSA, 401(k), and more. The application window closes on 03/28/2025. Salary is determined by multiple factors, including location and experience.

Equal Opportunity Statement

Cardinal Health encourages diverse applicants, including those returning to work, with disabilities, veterans, and without a degree. We value diversity and are an Equal Opportunity employer, ensuring consideration without regard to protected statuses.