[Hiring] Supervisor, Access and Patient Support @Cardinal Health

Role Description

The Operations Supervisor is responsible for strategic oversight and management of program staff providing customer service, enrollment/reimbursement activities, benefit investigations for product coverage, prior authorizations assistance, copay enrollment, and other patient services directly interacting with external groups including but not limited to patients, caregivers, healthcare providers, insurance providers, and pharmaceutical clients.

• Coordinates and supervises the daily activities of operations or business staff
• Administers and exercises 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

Responsibilities

• 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.
• Oversee daily operations for quality performance monitoring team of up to 8 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.
• Demonstrate knowledge of quality systems and approaches including Call & Case Monitoring, Adverse Event reporting, and Non-Conformance management.
• Create and maintain 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.
• Coordinate and deliver special projects related to quality monitoring and recurring quality-related calibration meetings, both internal and client facing.
• 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 Non-Conformances 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 for Agents and Quality performance team.
• 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%.

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• 3-5 years of experience in related field of patient support programs preferred.
• Previous management experience preferred.
• Previous Quality monitoring 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, Teams, Outlook, PowerPoint, and preferred Excel capabilities.

Training and Work Schedules

• Your new hire training will take place 8:00am-5:00pm CST the first week of employment, mandatory attendance is required.
• This position is full-time (40 hours/week).
• Employees are required to have flexibility to work a scheduled shift of Monday-Friday, 8:00am-5:00pm CST.

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.
• Internet requirements include:
• 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

$68,500 - $97,700

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