What Customer Service Leadership contributes to Cardinal Health
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.
What is expected of you and others at this level
- Coordinates and supervises the daily activities of operations, or business support staff
- Administers and executes policies and procedures
- Ensures employees operate within guidelines
- Decisions have a direct impact on work unit operations and customers
- Frequently interacts with subordinates, customers and peer groups at various management levels
- Interactions normally involve information exchange and basic problem resolution
- Effective communication and collaboration with client
- Consistently demonstrate Cardinal Health values (What we value):
- Integrity – We hold ourselves to the highest ethical standard.
- Accountable – We bring passion, determination, and grit to deliver on our commitments.
- Inclusive – We embrace differences to drive the best outcomes.
- Mission Driven – We serve the greater goal of healthcare.
- Innovative – We develop new ways of thinking, operating, and serving customers.
- Regularly practice the Cardinal Heath behaviors (The way we act):
- Invites curiosity.
- Builds partnerships.
- Inspires commitment.
- Develops self and others.
Responsibilities
The Customer Service Operations Supervisor leads program staff performing actions including customer service, enrollment /reimbursement activities, benefit investigations for product benefit coverage, prior authorization assistance, copay enrollment, and other patient services.
- Oversee daily operations for patient access support contact center team of up to 15 team members and provides daily support ensuring team members can perform job responsibilities.
- Coach, teach, train, and mentor team members in a 100% remote setting while monitoring individual and team performance.
- Create and maintain creating and maintaining Standard Operating Procedures and work instructions specific to the program.
- Coordinate and deliver recurring (weekly, monthly, and quarterly) reviews of program metrics / dashboards while proactively sharing results with internal and external senior leaders.
- Assess / Test / Solution / Approve program changes including those related to Information Technology, platform upgrades, and modifications to program business rules.
- Report system issues that can impact our client relationship management system (CRM) and/or productivity in a timely manner.
- Manage employee timecards in addition to standard HR responsibilities as a people leader.
- Open job requisitions, conduct interviews, and provide personnel recommendations to senior leaders.
- Coordinate with senior leadership and Advice and Counsel Center to determine appropriate corrective action, not limited to termination when applicable.
- Continually monitor program adherence, quality, attendance, and address accordingly.
- Report Corrective and Preventative Actions in a timely manner.
- Coordinate with fellow supervisors and collaborate with business partners to provide effective responses and resolutions to complex program related issues.
- Conduct recurring development-based 1x1s with team members focused on both performance and goal setting.
- Effectively manage time and independently prioritize work responsibilities to meet key deadlines.
- Maintain regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills.
- Contribute to the building and presentation of quarterly business reviews to clients (either virtually or in-person).
- Proactively seek and implement process efficiencies to reduce team manual work.
- Host recurring (bi-weekly/monthly) team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc.
- Work well independently and in a team setting by collaborating across different departments.
- Travel may be needed to perform your duties up to 25%.
Qualifications
- Bachelor’s degree or equivalent work experience preferred.
- 3-5 years of experience in related field of patient support programs preferred.
- Previous management experience preferred.
- Strong communication, presentation, and time management skills.
- Commitment to the continued development of oneself and team members.
- Advanced computer skills and proficiency in Microsoft Office including but not limited to Word (e.g. inserting tables, mail merge, tracking changes, updating headers and footers), Teams, Outlook, PowerPoint (e.g. updating slide layout, adding slides, adding & updating charts, and graphs, and updating themes), and preferred Excel capabilities including pivot tables, graphing, and basic formulas.
TRAINING AND WORK SCHEDULES: Your new hire training will take place 8:00am-5:00pm CT the first week of employment. Attendance is mandatory.
This position is full-time (40 hours/week). Employees are required to have flexibility to work a scheduled shift of 9am-6pm CT.
REMOTE DETAILS: All U.S. residents are eligible to apply to this position. You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:
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.
Anticipated salary range: $65,500 - $93,500
Bonus eligible: No
Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
Application window anticipated to close: 10/08/2024 *if interested in opportunity, please submit application as soon as possible. The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
