[Hiring] Manager, Customer Service Management @Cardinal Health

Role Description

Provide strategic direction for management and development of pharmacy programs including optimizing workflows using tools such as PMS, CRMs, IVRs, digital communications and other available technologies and products.

• Manage subordinate supervisors who direct employees in fulfilling customer’s requests
• Responsible for the overall direction, coordination, and evaluation of their teams’ employees
• Oversee work on a daily basis in conjunction with supervisors and team leads while resolving day-to-day problems using defined processes
• Build customer relationships, interpret customer needs and assess their business requirements while developing alternate solutions when needed
• Interact with clients to provide resolution to inquiries and present updates on specific program performance
• Regularly communicate with customer account managers on client requests and needs
• Oversee employee schedules to ensure proper business coverage as outlined by client contracts and company policies
• Set priorities for the team to ensure task completion, coordinate work activities with other supervisors
• Conduct time and capacity studies to forecast future staffing needs
• Coordinate with talent acquisition related to vacancy needs and interview and select top talent
• Coach and mentor supervisors providing feedback and advice
• Design and deliver corrective action plans for employees
• Provide input into succession plans and development plans for employees
• Perform HR related duties such as PTO requests, Timecards, Quarterly Reviews
• Conduct one-on-one discussions with supervisors documenting performance and providing feedback
• Work within budget and financial objectives as defined by director
• Works directly with the manufacturer clients on program requirements, day to day operations and ideas to grow the business
• Participates in Quarterly Business Reviews with the client
• Communicate with directors providing updates on current workload and performance
• Serve as an escalation point of contact for employees, patients, and providers to resolve issues
• Serve as a subject matter expert providing coaching and training to employees in the areas of customer service, case resolution, and database management
• Coordinate with training center of excellence related to upcoming training needs
• Develop employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work
• Review activity reports to assess performance to maintain contractual KPI’s and SLA’s

Qualifications

• Minimum of Bachelor’s degree or equivalent, preferred
• Proven record of leading and developing a team of employees with experience building a bench of talent
• 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
• Strong desire for career progression into leadership roles
• Willingness to roll up sleeves and work with any levels of the organization
• Excellent listener, problem solver, motivator, and coach
• Demonstrated leadership and communication skills
• Approachable with the ability to build rapport with teammates across functions and businesses
• Sound decision maker with financial acumen

Requirements

• Manages department operations and supervises professional employees, frontline supervisors and/or business support staff
• Participates in the development of policies and procedures to achieve specific goals
• Ensures employees operate within guidelines
• Decisions have a short-term and long-term impact on work processes, outcomes, and customers
• Interacts with subordinates, peer customers and suppliers at various management levels may interact with senior management
• Interactions normally involve resolution of issues related to operations and/or projects
• Gains consensus from various parties involved

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

$87,700 - $125,300

Bonus eligible: Yes

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