Supervisor, Access Patient and Support

Cardinal Health

1d•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. The Operations Supervisor 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.

Requirements

Strong communication/customer service skills, (written and verbal)
Excellent leadership, trouble shooting, time management, and problem-solving skills
Genuinely care about the patient journey
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
Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location.
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

Bachelor's degree in related field, or equivalent work experience
2-3 years’ proven experience in a call center leadership position exposed to customer service

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.
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.