Supervisor, Access and Patient Support

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. 

What is expected of you and others at this level

• Coordinates and supervises the daily activities of operations, or business support staff

• Administers and executes policies and procedures

• Ensures employees operate within guidelines

• Decisions have a direct impact on work 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

• Effective communication and collaboration with client

• 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, …