PAP Governance Manager

JOB TITLE: Manager,  Patient Assistance Program Governance

What the Patient Governance Manager 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.

The Patient Governance Manager is responsible for strategic oversight and leadership direction within the Patient Assistance Program (PAP) team.

What is expected of you and others at this level

  • Manages Patient Assistance Program (PAP) 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, projects and implementations
  • Gains consensus from various parties involved

Accountabilities in this role

  • Responsible for the overall direction, coordination, and evaluation of the Patient Assistance Program (PAP) team Case Managers
  • Developing, implementing, communicating and maintaining governance, risk and compliance policies, processes and procedures
  • Stays up to date with Medicare/Medicaid eligibility requirements and changes
  • Works closely with APS team to ensure seamless implementation and transition of Patient Assistance Program (PAP)
  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
  • Responsibilities include interviewing, hiring, terminating, and training employees
  • Planning, assigning, and directing work
  • Appraising performance
  • Rewarding and disciplining employees
  • Addressing complaints and resolving problems
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Identifying and evaluating state\-of\-the\-art technologies
  • Defining user requirements
  • Establishing technical specifications, and production, productivity, quality, and customer service standards
  • Contributing information and analysis to organizational strategic plans and reviews
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks
  • Executing user acceptance test plans
  • Planning and controlling implementations
  • Maintains and improves call center operations by monitoring system performance
  • Identifying and resolving problems
  • Preparing and completing action plans
  • Completing system audits and analyses
  • Managing system and process improvement and quality assurance programs
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees
  • Administering scheduling systems
  • Communicating job expectations
  • Planning, monitoring, appraising, and reviewing job contributions
  • Planning and reviewing compensation actions
  • Enforcing policies and procedures
  • Scheduling expenditures
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests
  • Exploring opportunities to add value to job accomplishments
  • Setting and meeting performance targets for speed, efficiency, sales and quality
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • Maintaining up\-to\-date knowledge of industry developments and involvement in networks
  • Monitoring random calls to improve quality, minimize errors and track operative performance
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Recording statistics, user rates and the performance levels of the center and preparing reports
  • Handling the most complex customer complaints or inquiries
  • Develop staffing, including shift patterns and the number of staff required to meet demand
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes


  • Bachelor's degree or equivalent work experience
  • 2\-6 years’ experience in a management role within a HUB (call center) setting in pharmaceutical or insurance industry required
  • Background in insurance/claims processing a plus
  • Background in patient financial assistance a plus
  • Ability to travel 10-20% to customer site when requested