Supervisor, Customer Service Management

JOB TITLE: Supervisor, Customer Service Management   

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 in this role

  • Supervises APS Center staff that are performing customer services and enrollment activities as well as reimbursement staff performing benefit investigations for pharmacy and medical benefit coverage
  • Overseeing the staffing schedule to meet the requirements as outlined by client contracts and company policy and procedures to include standard operating policies and work instructions.
  • Directly supervises employees in the APS Center in accordance with the organization's policies and applicable laws
  • Responsibilities include training employees; planning, assigning, and directing work; rewarding and disciplining employees; addressing complaints and resolving problems, and attend client meetings as necessary
  • 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

  • Bachelor’s degree or equivalent work experience
  • 0-3 years experience in call center, healthcare, or related field, preferred
  • Health insurance knowledge, preferred; both commercial and government plans, preferred
  • Specialty pharmaceutical knowledge, preferred
  • Detail oriented and ability to detect inconsistencies
  • Ability to manage call center team satisfactory in areas of customer service, phone skills, listening, verbal communication, data entry, objectivity, dependability, multi-tasking, preferred

What is expected of you and others at this level in Customer Service for functional success

  • 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