Manager, Operations – Access and Patient Support

Cardinal Health

4d•$87,700 - $125,300•Remote

About The Position

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 allow us to deliver best-in-class solutions—driving results for our manufacturer partners and successfully assisting patients navigate barriers to access. We’re continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification and adherence. 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. Sonexus™ Access and Patient Support is part of Cardinal Health’s Pharmaceutical and Specialty Solutions division within the Pharmaceutical segment.

Requirements

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.
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

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.

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.
Demonstrate expensive experience building and managing high performing operational teams that are adaptable, flexible and patient focused.
Manages 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.
Assists in determining the hub operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Maintains and improves 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.
Leads by example and develop team members for positions of greater responsibility in the future.
Maintains a working knowledge of client-facing and industry trends as well as providing updates to program and team leadership.
Provides insight and analysis to clients to demonstrate subject matter expertise.
Grows 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.
Ability to 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; assist in the post-implementation analysis to ensure requirements are fulfilled.
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.
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 (including but not limited to technology, program design, services expansion, etc.…) 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.