Supervisor, Performance Monitoring

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

Job summary

An established industry player is seeking a dedicated Quality Assurance Manager to oversee QA operations in a remote setting. This role involves coordinating daily activities, ensuring compliance with quality standards, and providing training to team members. The ideal candidate will have a strong background in quality assurance, excellent communication skills, and the ability to manage a remote team effectively. With a focus on continuous improvement and employee development, this position offers a unique opportunity to make a significant impact on patient care and operational efficiency.

Benefits

Medical, dental and vision coverage

Paid time off plan

Health savings account (HSA)

401k savings plan

Access to wages before payday

Flexible spending accounts (FSAs)

Short- and long-term disability coverage

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Qualifications

• 4-8 years of Quality Assurance experience required.
• Previous management experience preferred.
• Strong communication and presentation skills needed.

Responsibilities

• Coordinates daily activities of QA operations and business staff.
• Supports quality efforts and monitors team performance.
• Creates job aids and work instructions for new processes.

Skills

Quality Assurance

Communication Skills

Time Management

Microsoft Office

Education

Bachelor's Degree

Management Experience

Tools

Microsoft Word

Microsoft Excel

Microsoft Teams

Microsoft PowerPoint

Job description

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 is expected of you and others at this level

• Coordinates and supervises the daily activities of QA operations or business staff
• Administers and exercises policies and procedures
• Ensures employees operate within guidelines
• Decisions have a direct impact to work with unit operations and customers
• Frequently interacts with subordinates, customers, and peer groups at various management levels
• Interactions normally involve information exchange and basic problem resolution

Responsibilities

• Supports the quality efforts for the program - call quality, meeting standards set by us as well as standards set by the client, ensures AE?s are submitted timely, supports the APS teams with the reporting processes and provides training or refresher activity for client Safety Reporting.
• Verifies the integrity of the data before being submitted/reported to the client.
• Ensures the team is Monitoring calls for each individual APS team member according to guidelines and documents performance including maintaining spreadsheets and reviewing/processing QA disputes.
• Monitor productivity and adherence to Key Performance Indicators (KPIs) for the assigned program(s) including weekly Call Monitor stats for supervisors and QA auditors.
• Coaches team members for areas of opportunity and improvement in quality including self-evaluations.
• Coaches low performing individuals as well as celebrates success of those high performers.
• Creates job aids and work instructions as needed for new processes.
• Supports the training team in developing curriculum related to call monitoring and safety reporting and delivers instructor led training to agents.
• Oversee and deliver client call calibration sessions on a regular basis as well as internal auditor calibrations.
• Responsible for Quality Recognition program.
• Provide trend reports and partner with leadership to design training, coaching, and development including updating corrective action trackers for each program.
• Ensures reconciliation reports completed daily/weekly/monthly.
• Maintaining low Adverse Event errors.
• Gathers weekly call data for Speech Analytics.

• Ability to maintain development and training goalsfor team members in a 100% remote setting and monitor performance thereafter.
• Responsible for creating and maintaining Standard Operating Procedures and work instructions specific to quality.
• Report system issues that can impact our client relationship management system (CRM) and/or productivity in a timely manner.
• Manage employee timecards in addition to other standard HR responsibilities as a people leader.
• Opens job requisitions and conducts interviews for open positions.
• Coordinates with the Advice and Counsel Center to determine appropriate corrective action, not limited to termination when necessary.
• Effectively manages time and independently prioritizes work responsibilities to meet key deadlines as assigned by manager.
• Maintains regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills.
• Proactively seeks and implements process efficiencies to reduce team manual work.
• Works well independently and in a team setting by collaborating across different departments.

Qualifications

• 4-8 years of Quality Assurance experience
• BA, BS or equivalent experience in related field, preferred
• Previous management experience preferred
• Strong communication, presentation skills and time management skills
• Commitment to the continued development of oneself and team members
• Advanced computer skills and proficiency in Microsoft Office including but not limited to Word (e.g. inserting tables, mail merge, tracking changes, updating headers and footers), Teams, Outlook, PowerPoint (e.g. updating slide layout, adding slides, adding & updating charts, and graphs, and updating themes), and preferred Excel capabilities including pivot tables, graphing, and basic formulas

TRAINING AND WORK SCHEDULES: Your new hire training will take place 8:00am-5:00pm CT, mandatory attendance is required.

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: 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 pay range: ?$66,500 - $94,900

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: ?07/07/2025 *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.