**_What Customer Service Management contributes to Cardinal Health_**

Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function. Delivering an exclusive model that fully integrates direct drug distribution to site-of-care with non-commercial pharmacy services, patient access support, and financial programs, Sonexus Health, a subsidiary of Cardinal Health, helps specialty pharmaceutical manufacturers have a greater connection to the customer experience and better control of product success. Personalized service and creative solutions executed through a flexible technology platform means providers are more confident in prescribing drugs, patients can more quickly obtain and complete therapy, and manufacturers can directly access more actionable insight than ever before.

**_Job Summary_**

The Customer Service Ops Supervisor directly supervises staff that are performing customer service and enrollment activities as well as Reimbursement Staff performing benefit investigations for pharmacy and medical benefit coverage. Serving 1-2 clients, this position is responsible for overseeing the staffing schedule, training, and monitoring of key performance indicators to meet the requirements as outlined by client contracts and internal standard operating policies and work instructions . Directly supervises employees in the Access Patient Support Center in accordance with the organization's policies and applicable laws. Through effective supervision, the Customer Service Supervisor Ops contributes to high quality customer service and long-term retention of customers.

**_Responsibilities_**

Manages workflow within assigned team to ensure efficient customer service operations. Monitors inbound calls and queue, and tracks key performance indicators such as abandonment rate, calls completed, and customer satisfaction.

Training employees; planning, assigning, and directing work; rewarding and disciplining employees; addressing complaints and resolving problems, and attend client meetings as necessary

Coaches team members on client questions and assists with the most complex issues, including benefit investigations and patient financial barriers. Monitors customer service calls to provide frequent feedback and conducts performance evaluations for employees in assigned group.

Oversees staffing requirements, coordinates employee work schedules, and approves vacation and sick days.

Communicates regularly with clients to report on the performance of the patient support team and to discuss customer needs and concerns.

Assists clients, medical doctors offices, and patients using APS Center software, including entering pertinent patient data into APS Center Software to establish new accounts, completing orders, and forwarding orders to appropriate queues. Completes benefit investigations for clients and patients on occasion.

Assists Sales Force and Reimbursement Managers with questions and concerns regarding their accounts. Escalates client issues and concerns to commercial team members and the Customer Service Manager as appropriate.

Meets regularly with the Customer Service Manager to discuss team performance and people management considerations. Assists the Manager in implementing new policies and procedures.

Conducts recurring team meetings to discuss weekly performance, significant developments, upcoming trainings and events, and staffing. Ensures teams alignment on new APS Center policies and procedures.

Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors

Applies expertise to solve standard and non-standard problems within own area

Makes decisions, often difficult and/or unpopular, by carefully weighing pros and cons and acting for the benefit of the work team; coaches/supports subordinates in their decision-making efforts

Provides direction in discussing and creating development plans

Provides input into succession planning process for own work area

Aligns individual goals for self and others with work area/functional goals

Builds confidence and respect of others through a positive and energizing style

Assists work team in the achievement of goals/commitments; achieves own goals/commitments regardless of obstacles

Works within budgetary/financial objectives set by manager, applying knowledge of profit drivers to work processes within own area

Identifies specific opportunities for long-term change within own work team or product/service

Builds customer relationships, interprets customer needs, and assesses their business requirements

Leverages customer knowledge to develop alternative solutions and shares key learnings with others

Resolves day-to-day or routine problems using defined processes

Works/brainstorms with work team and provides suggestions for solutions that contain the appropriate level of risk; ensures work team understands and supports the focus on operational excellence

Actively builds relationships across functions/businesses that bring value to the company, encouraging the participation and perspectives of all team members, regardless of background; mentors and empowers others to achieve success

Effectively listens to and explains difficult issues to reach shared understanding and build alignment

**_Qualifications_**

Bachelors degree or equivalent work experience preferred

3-5 years experience in the Healthcare field preferred

Strong leadership skills

Ability to create and clearly communicate strategic and tactical plans leading to an efficient and effective operation

Advanced knowledge of healthcare reimbursement

Strong desire for career progression into leadership roles

Willingness to roll up sleeves and work with any levels of the organization

Excellent listener, problem solver, motivator and coach

**_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 the 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

**TRAINING AND WORK SCHEDULES:** Your new hire training will take place 8:00am-5:00pm CT, 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, 7:00am- 7:00pm CT.

**REMOTE DETAILS:** 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 - $93,550

**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:** 06/14/2024 *if interested in opportunity, please submit application as soon as possible.

_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 (https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf)