Manager, Customer Service Management

Cardinal Health

1d•Remote

About The Position

Cardinal Health Sonexus Health Pharmacy Services 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. Sonexus Health Pharmacy Services, 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. Together, we can get life-changing therapies to patients who need them—faster.

Requirements

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
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 involves resolution of issues related to operations and/or projects
Gains consensus from various parties involved
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

Nice To Haves

Health insurance knowledge with both commercial and government plans highly desired
Specialty pharmaceutical knowledge, preferred

Responsibilities

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 assesses 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