Cardinal Health Manager, Customer Service Management in Lewisville, Texas

Job Description: Manager, Customer Service Management

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. With all services centralized in our custom-designed facility outside of Dallas, Texas, Sonexus Health helps manufacturers rethink how far their products can go.

What Customer Service Management contributes to Cardinal Health

Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function.

Accountabilities

  • Manage subordinate supervisors who direct employees in enrollment and eligibility reimbursement
  • Oversee work on a daily basis in conjunction with supervisors and team leads while resolving day-to-day problems using defined processes
  • Interact with clients to provide resolution to inquiries and present updates on specific program performance
  • Serve as a subject matter expert providing coaching and training to employees in the areas of customer service, case resolution, and database management
  • Interact with employees regularly on operations floor communicating, coaching, and providing feedback on day on day work
  • Contribution and delivery of client program status during quarterly business reviews

  • Conduct time and capacity studies to forecast future department needs

  • Perform HR related duties such conducting one-on-one discussions with supervisors documenting performance and providing feedback

  • Coordinate with training center of excellence related to upcoming and continue education training needs
  • Work within budget and financial objectives as defined by director

Qualifications

  • Minimum of bachelor’s degree or equivalent, preferred
  • Proven record of leading and developing a team of employees with experience building a bench of talent
  • 3 to 5 years management experience in call center, HUB, healthcare, or related field, preferred
  • P&L experience preferred
  • Process improvement experience or certification – (six sigma, lean kaizen), preferred
  • Health insurance knowledge with both commercial and government plans highly desired
  • Specialty pharmaceutical knowledge, preferred
  • Excellent listener, problem solver, motivator and coach
  • Approachable with the ability to build rapport with teammates across functions and businesses

Desired Attributes

  • Self-starter
  • Quality focused
  • Strong attention to detail
  • Adaptable
  • Organized
  • Proactive
  • Compassionate
  • Empathetic

What is expected of you and others at this level

  • Manages department operations and supervises professional employees, frontline supervisors and/or business support staff
  • Participates in the development of policies and procedures to achieve specific goals
  • Ensures employees operate within guidelines
  • Decisions have a short term impact on work processes, outcomes, and customers
  • Interacts with subordinates, peer customers and suppliers at various management levels may interact with senior management
  • Interactions normally involves resolution of issues related to operations and/or projects
  • Gains consensus from various parties involved

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.