[Hiring] Supervisor, Customer Service @Cardinal Health

Role Description

The Specialty Pharmacy Operations 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 Pharmacy Operations Supervisor contributes to high quality customer service and long-term retention of customers.

Responsibilities

• Lead program staff performing actions including customer service and other patient services.
• Oversee daily operations for patient access support contact center team of up to 20 team members and provide 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 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.

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.
• 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.
• Travel may be needed to perform your duties up to 10%.

Requirements

• 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.

Benefits

• 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.