客户服务管理主管
Supervisor, Customer Service Management
Cardinal Health Sonexus™ 无障碍访问和患者支持帮助专科药品制造商消除护理障碍，使患者能够获得、负担得起并持续使用他们需要的治疗方案，从而提高生活质量。我们拥有在制药、保险公司和中心服务方面的多样化专业知识，能够提供一流的解决方案——推动品牌和患者的成功指标。我们不断整合先进的新兴技术，以简化患者入组、资格审核和依从性流程。我们的非商业性专科药房位于德克萨斯州达拉斯郊外的定制设计设施中，使制造商能够重新思考其产品的覆盖范围和影响力。
我们携手，可以更快地将改变生命的疗法带给需要的患者。
职位概述
无障碍访问和患者支持主管将监督执行客户服务、注册和报销活动、药保覆盖的福利调查、预先授权协助、自付额注册和其他中心服务的团队成员。
职责
- 协作管理一个 inbound 和 outbound 患者无障碍支持团队的日常运营。
- 能够在 100% 远程的工作环境中保持团队成员的发展/培训目标。
- 负责制定和维护与该计划相关的标准操作程序、工作说明及指标。
- 负责进行每日、每周、每月和每季度的计划指标审查，并向管理层汇报结果。
- 管理指定团队内的工作流程，确保高效的客户服务运营。监控来电和工作组，并跟踪关键绩效指标，如放弃率、服务级别、呼叫后调查和首次解决率。
- 负责测试/解决方案/批准计划变更，包括与技术、平台升级以及计划业务规则修改相关的变更。
- 定期与经理讨论团队表现和人员管理事项。协助经理实施新政策和流程。
- 与团队成员进行基于发展的双周/月度/季度一对一沟通，并负责提供有效的指导、发展和反馈，涉及绩效和目标设定。
- 负责管理 Workday 任务；审批打卡记录、年假等。
- 遵守所有适用于公司所提供服务的地方、州和联邦法律和法规。
查看英文原文
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.
Job Summary
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.
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.
- Resonsible 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.
Qualifications
- 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
TRAINING AND WORK SCHEDULES: Your new hire training will take place 8:00am-5:00pm CST, mandatory attendance is required. This position is full-time (40 hours/week).
Employees are required to have flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 8:00am- 5:00pm CST.
REMOTE DETAILS: This position is remote. Working remotely, full-time requires a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide the computer, technology and equipment needed to successfully perform the job. The employee is 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 - $93,550
- 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: 11/14/2026 *if interested in opportunity, please submit application as soon as possible.
The salary 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.
To read and review this privacy notice click here
Originally posted on Himalayas