[Hiring] Manager, Operations – Access and Patient Support @Cardinal Health

Role Description

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 patient and hub services allows us to deliver best-in-class solutions—driving results for our manufacturer partners and successfully assisting patients navigate barriers to access.

Position Responsibilities:

• Demonstrate advanced knowledge of the Patient Services hub market, including but not limited to the following: market landscape, eSolutions, government regulations, and the overall pharmaceutical industry.
• Manage subordinate supervisors who oversee and lead hub team members through the patient enrollment and eligibility reimbursement process.
• Responsible for the overall operational and daily direction, coordination, and evaluation of the operations team.
• Responsibilities include:
  • Interviewing, hiring and training the hub team members;
  • Planning, assigning, and directing work;
  • Appraising performance;
  • Rewarding and disciplining employees;
  • Addressing complaints and resolving problems.
• Assist in determining the hub operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Maintain and improve hub operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Lead by example and develop team members for positions of greater responsibility in the future.
• Maintain a working knowledge of client-facing and industry trends as well as providing updates to program and team leadership.
• Provide insight and analysis to clients to demonstrate subject matter expertise.
• Grow program margin through demonstrated performance, patient support, and implementation of all applicable Sonexus offerings.
• Own client relationship and act as the escalation point / liaison for all program services, projects, and operational performance issues.
• Create, modify and provide professional client-facing reporting and analytics.
• Interact with clients, project sponsors, stakeholders, and various project members to ensure specified business needs are met.
• Develop and demonstrate a comprehensive knowledge of customer invoicing, payment terms, collections, and customer payment history to assist Accounts Receivable.
• Analyze program processes and provide recommendations for improving efficiency; reduce client expenses when possible while never sacrificing quality of care.
• Urgently resolve, escalate, and own issues negatively impacting productivity or quality.
• Build a knowledge base of each client's business, organization and objectives.

Qualifications

• 6+ years of customer service, operations, insurance, reimbursement and/or account management experience in healthcare preferred.
• Patient Hub Services experience is highly preferred.
• Bachelor's degree or equivalent experience in related field preferred, graduate degree strongly preferred.
• Knowledge of the specialty drug product marketplace, health insurance claims processing, and commercialization of products and working with pharma manufacturers is a plus.
• Prefer understanding and prior experience with the development and implementation of at least one of the following: Co-Pay, Access/HUB vendor selection and management and specialty pharmacy.
• Previous personnel/team management, including a high preference for managing managers.
• Demonstrated leadership and communication skills for both in-office and remote staff; organized and self-motivated.
• High attention to detail and ability to detect inconsistencies.
• Strong project management skills.
• Understanding of the healthcare reimbursement and managed care.
• Excellent planning, budget forecasting, and presentation skills.
• Ability to travel ~20% or as needed.

Requirements

• Apply knowledge of the client's business to develop optimal solutions.
• Accountability of self and others.
• Proactively demonstrate subject matter expertise and provide clients with the clearly defined value of partnering across external stakeholders and Cardinal Health.
• Build and sustain relationships founded on trust with internal and external partners while ensuring customer satisfaction and loyalty.
• Identify and qualify opportunities within service portfolio with existing client and develop plans for introducing new solutions through collaborative relationships.
• Oversee team member scheduling and work closely with Workforce Management organization in order to meet client Key Performance Indicators.
• Ultimately responsible for all hiring, development, and disciplinary action related to respective team members in compliance with Cardinal Health policy / procedure.
• As primary escalation points of contact for clients and cross-functional business partners, utilize expertise to develop most beneficial solution for client and Cardinal Health while articulating clearly to all parties involved.

Training and Work Schedules

• Your new hire training will take place 8:00am-5:00pm CT, 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 CT.

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:
  • 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.

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.