Supervisor, Access and Patient Support
About The Position
Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so patients can access, afford, and remain on needed therapy. Its services combine expertise in pharmaceutical, payer, and hub operations, supported by technologies that streamline patient onboarding, qualification, and adherence. The non-commercial specialty pharmacy is centralized at a custom-designed facility outside Dallas, Texas. The Operations Supervisor provides strategic oversight and manages program staff who deliver customer service, enrollment and reimbursement activities, benefit investigations, prior authorization assistance, copay enrollment, and other patient services. The role oversees contact center and quality monitoring teams, supports employee performance and development, and coordinates program operations and quality practices. The position is remote and full-time, with travel potentially required up to 25%.
Requirements
- Strong communication, presentation, and time management skills.
- Commitment to the continued development of oneself and team members.
- Advanced computer skills and proficiency with Microsoft Office, including Word, Teams, Outlook, and PowerPoint.
- Ability to work a scheduled Monday-Friday shift from 8:00 a.m. to 5:00 p.m. Central Time.
- Ability to attend mandatory new-hire training from 8:00 a.m. to 5:00 p.m. Central Time during the first week of employment.
- For remote work, provide a dedicated, quiet, private, distraction-free workspace and high-speed internet. The connection must be secure, broadband DSL, cable, or fiber; dial-up, satellite, Wi-Fi, and cellular connections are not accepted. Minimum specifications are 15 Mbps download, 5 Mbps upload, maximum 30 ms ping, a hardwired router connection, and a surge protector with network line protection for company-issued equipment.
Nice To Haves
- Bachelor’s degree or equivalent work experience.
- 3-5 years of experience in a related field of patient support programs.
- Previous management experience.
- Previous quality monitoring experience.
- Excel proficiency, including pivot tables, graphing, and basic formulas.
Responsibilities
- Oversee daily operations for a patient access support contact center team of up to 15 team members, providing daily support so they can perform their responsibilities.
- Oversee daily operations for a quality performance monitoring team of up to 8 team members, providing daily support so they can perform their responsibilities.
- Coach, teach, train, and mentor team members in a 100% remote setting while monitoring individual and team performance.
- Apply knowledge of quality systems and approaches, including call and case monitoring, adverse event reporting, and non-conformance management.
- Create and maintain program-specific standard operating procedures and work instructions.
- Coordinate and deliver weekly, monthly, and quarterly reviews of program metrics and dashboards, proactively sharing results with internal and external senior leaders.
- Coordinate and deliver special projects related to quality monitoring and recurring quality calibration meetings, both internal and client-facing.
- Assess, test, resolve, and approve program changes, including information technology changes, platform upgrades, and modifications to program business rules.
- Report system issues that may affect the client relationship management system or productivity in a timely manner.
- Manage employee timecards and perform standard human resources responsibilities as a people leader.
- Open job requisitions, conduct interviews, and provide personnel recommendations to senior leaders.
- Coordinate with senior leadership and the Advice and Counsel Center to determine appropriate corrective action, including termination when applicable.
- Continuously monitor program adherence, quality, and attendance, and address issues as appropriate.
- Report non-conformances in a timely manner.
- Coordinate with fellow supervisors and collaborate with business partners to resolve complex program-related issues.
- Conduct recurring development-focused one-on-ones with team members addressing performance and goal setting.
- Manage time and independently prioritize work to meet key deadlines.
- Maintain regular contact with clients and third-party partners using strong verbal and written communication.
- Contribute to the preparation and presentation of quarterly client business reviews, virtually or in person.
- Identify and implement process efficiencies that reduce manual work for agents and the quality performance team.
- Host recurring biweekly or monthly team meetings to discuss updates, process changes, service-level agreements, key performance indicators, quality assurance, and trends.
- Collaborate across departments and work effectively both independently and as part of a team.
- Travel as needed to perform the role, potentially up to 25%.
Benefits
- Medical, dental, and vision coverage.
- Paid time off plan.
- Health savings account (HSA).
- 401(k) savings plan.
- Access to wages before payday through myFlexPay.
- Flexible spending accounts (FSAs).
- Short- and long-term disability coverage.
- Work-Life resources.
- Paid parental leave.
- Healthy lifestyle programs.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
