Cardinal Health Supervisor, Customer Service Management in Lewisville, Texas

What Customer Service Management contributes to Cardinal Health

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.

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

Accountabilities

  • Supervise staff performing enrollment activities and benefit investigations for pharmacy and medical benefit coverage
  • Plan, assign, and direct work on a daily basis in conjunction with team leads while resolving day-to-day problems using defined processes
  • Build customer relationships, interpret customer needs and assesses their business requirements while developing alternate solutions when needed
  • Interact with clients as necessary to provide resolution to inquiries and present updates on specific program performance
  • Oversee employee schedules to ensure proper business coverage as outlined by client contracts and company policies
  • Set priorities for the team to ensure task completion; coordinate work activities with other supervisors
  • Coordinate with talent acquisition related to vacancy needs and interview and select top talent
  • Coach and mentor team leads providing feedback and advice
  • Design and deliver corrective action plans for employees
  • Provide input into succession plans and development plans for employees
  • Perform HR related duties such as PTO requests and timecard approvals
  • Conduct one-on-one discussions with each team member documenting performance and providing feedback
  • Work within budget and financial objectives as set by manager
  • Communicate with managers providing updates on current workload and performance
  • Serve as an escalation point of contact for employees, patients, and providers to resolve issues
  • Serve as a subject matter expert providing coaching and training to employees in the areas of customer service, case resolution, and database management
  • Develop employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work
  • Interact with employees regularly on operations floor communicating, coaching, and providing feedback on day on day tasks
  • Review activity reports to assess performance
  • Conduct one-on-one discussions with direct reports documenting performance and providing feedback

Qualifications

  • Minimum of Associates degree or equivalent, preferred
  • Bachelor’s degree, preferred
  • 2-4 years prior management experience, preferred
  • Proven track record of leading and developing a team of employees with experience building a bench of talent
  • Prior experience in call center, healthcare, or related field, preferred
  • Health insurance knowledge with both commercial and government plans highly desired
  • Specialty pharmaceutical knowledge, preferred
  • Strong desire for career progression into management roles
  • Willingness to roll up sleeves and work with any levels of the organization
  • Excellent listener, problem solver, motivator and coach
  • Demonstrated leadership and communication skills
  • Approachable with the ability to build rapport with teammates
  • Sound decision maker
  • Ability to build relationships across functions and businesses
  • Process Improvement experience or certification

Desired Attributes

  • Willingness to learn
  • Self-starter
  • Quality focused
  • Strong attention to detail
  • Adaptable
  • Focused
  • Organized
  • Proactive
  • Detailed
  • Attentive
  • Compassionate

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

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.