Supervisor, Access and Patient Support

Cardinal Health

1d•$67,500 - $86,670•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 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. 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. Customer Service Leadership is responsible for strategic oversight and management of personnel directly interacting with external groups including but not limited to patients, caregivers, healthcare providers, insurance providers, and pharmaceutical clients. The Supervisor, Access and Patient Support will oversee program staff performing customer service, enrollment and reimbursement activities, benefit investigations for pharmacy benefit coverage, prior authorization assistance, copay enrollment and other hub services. The supervisor will be serving 2 emerging clients with advanced therapies and unique patient journeys.

Requirements

Bachelor's degree in related field, or equivalent work experience, preferred
2-3 years proven experience in a leadership position within a call center preferred, exposure to customer service
Strong communication and customer service skills, (written and verbal)
Excellent leadership, troubleshooting, time management, and problem-solving skills
Ability to prioritize multiple, concurrent assignments and work with a sense of urgency
Highly organized by utilizing time management skills
Commitment to the continued development of oneself and team members
Ability to lead and engage remote employees
Shift flexibility required if coverage is needed on an early/later shift
Dedicated, quiet, private, distraction free environment with access to high-speed internet.
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

Consistently demonstrate Cardinal Health values (What we value): Integrity, Accountable, Inclusive, Mission Driven, Innovative
Regularly practice the Cardinal Heath behaviors (The way we act): Invites curiosity, Builds partnerships, Inspires commitment, Develops self and others

Responsibilities

Collaboratively oversees daily operations for an inbound and outbound patient access support team.
Ability to maintain development/training goals for team members in a 100% remote setting.
Responsible for creating and maintaining Standard Operating Procedures and work instructions & metrics specific to the program.
Responsible for conducting daily, weekly, monthly, and quarterly reviews of program metrics and reporting results to leadership.
Manages workflow within assigned team to ensure efficient customer service operations. Monitors inbound calls and workgroups, and tracks key performance indicators such as abandonment rate, Service Level, After Call Survey and First Call Resolution.
Responsible for testing/solutioning/approving program changes including those related to technology, platform upgrades and modifications to program business rules.
Meets regularly with Manager to discuss team performance and people management considerations. Assists the Manager in implementing new policies and procedures.
Conducts development-based biweekly/monthly/quarterly 1x1s with team members and holds responsibility for providing effective coaching, development and feedback on both performance and goal setting.
Responsible for managing Workday tasks; approvals timecards, PTO, etc.
Comply with all Local, State, and Federal laws and regulations as they pertain to services provided by the Company. This includes supporting and demonstrating compliance with the Company’s Compliance and HIPAA Plans.
Collaborates with internal business partners to provide effective responses and resolutions to complex program related issues.
Manages time and independently prioritizes work responsibilities to meet key deadlines as assigned by manager.
Maintains daily contact with client/3rd party partners by leveraging excellent verbal and written communication skills.
Other duties as assigned.