Supervisor, Customer Service Management

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.

What Customer Service Management contributes to Cardinal Health

Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function.

Accountabilities

• Serve as an escalation point of contact for employees, patients, and providers to resolve issue

• Serve as a subject matter expert providing coaching and training to employees in the areas of customer service, case resolution, and database management

• Develop employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work

• Conduct one-on-one discussions with each team member documenting performance and providing feedback

• Interact with clients as necessary to provide resolution to inquiries and present updates on specific program performance

• Oversee employee schedules to ensure proper business coverage as outlined by client contracts and company policies

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

Qualifications

•College Degree or equivalent years of experience, preferred

•Proven track record of leading and developing a team of employees with experience building a bench of talent

•2 to 4 prior experience in call center, healthcare, or related field, preferred

•Health insurance knowledge with both commercial and government plans highly desired

•Specialty pharmaceutical knowledge, preferred

•Excellent listener, problem solver, motivator and coach

•Demonstrated leadership and communication skills

•Approachable with the ability to build rapport with teammates

•Sound decision maker

•Ability to build relationships across functions and businesses

•Process Improvement experience

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

This position is full-time (40 hours/week).  Employees are required to have flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 7:00am- 7:00pm CST.

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 salary range: $66,500- $94,950

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: 6/29/2024 *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.

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