Supervisor, Customer Service Mgmt

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 Customer Service Ops Supervisor directly supervises staff that are performing customer service and enrollment activities as well as Reimbursement Staff performing benefit investigations for pharmacy and medical benefit coverage. Serving 1-2 clients, this position is responsible for overseeing the staffing schedule, training, and monitoring of key performance indicators to meet the requirements as outlined by client contracts and internal standard operating policies. Through effective supervision, the Customer Service Supervisor Ops contributes to high quality customer service and long-term retention of customers.

Qualifications

Bachelor’s degree or equivalent work experience

3-5 years of experience in related field of patient support programs preferred

Previous management experience preferred

Strong communication, presentation, 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

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

The Customer Service Operations Supervisor leads program staff performing actions including: customer service, enrollment /reimbursement activities, benefit investigations for product benefit coverage, prior authorization assistance, copay enrollment, and other patient services.

Oversee daily operations for patient access support contact center team of up to 15 team members and provides daily support ensuring team members can perform job responsibilities.

Coach, teach, train, and mentor team members in a 100% remote setting while monitoring individual and team performance .

Create and maintain creating and maintaining Standard Operating Procedures and work instructions specific to the program.

Coordinate and deliver recurring (weekly, monthly, and quarterly) reviews of program metrics / dashboards while proactively sharing results with internal and external senior leaders.

Assess / Test / Solution / Approve program changes including those related to Information Technology, platform upgrades, and modifications to program business rules.

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 standard HR responsibilities as a people leader.

Open job requisitions, conduct interviews, and provide personnel recommendations to senior leaders.

Coordinate with senior leadership and Advice and Counsel Center to determine appropriate corrective action, not limited to termination when applicable.

Continually monitor program adherence, quality, attendance and address accordingly.

Report Corrective and Preventative Actions in a timely manner.

Coordinate with fellow supervisors and collaborate with business partners to provide effective responses and resolutions to complex program related issues.

Conduct recurring development-based 1x1s with team members focused on both performance and goal setting.

Effectively manage time and independently prioritize work responsibilities to meet key deadlines.

Maintain regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills.

Contribute to the building and presentation of quarterly business reviews to clients (either virtually or in-person).

Proactively seek and implement process efficiencies to reduce team manual work.

Host recurring (bi-weekly/monthly) team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc.

Work well independently and in a team setting by collaborating across different departments.

Travel may be needed to perform your duties up to 25%.

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: $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: 12/06/2024 if interested in opportunity, please submit application as soon as possible. The hourly 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.

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)