Job Number: 20019858

Location: Dallas, TX

Date Posted: 8-9-2017

Job Title: Director of Operations, Novartis

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Position Summary

As the only independent provider of comprehensive pharmaceutical commercialization services, Sonexus Health empowers pharmaceutical manufacturers by integrating innovative distribution models with patient access and adherence programs and reimbursement services. Patients start therapy faster and stay compliant longer, while manufacturers own their provider relationships and gain actionable, real-time visibility into how, when and why their products are used.

As the operational leader of the Novartis account, this director will serve as a liaison and have complete accountability for the on-boarding, adherence and continued support of the relationship. The director will lead a team of clinicians, patient care coordinators and people managers who direct an outsourced reimbursement program, operate a specialty pharmacy and deliver valuable patient analytics.

In addition to significant client facing capabilities and demonstrated experience designing and leading white glove customer service models, the director will build an employee centric culture that reduces turnover and possess a passion for enhancing the delivery of patient care.

Sonexus Health is part of Cardinal Health’s Specialty Solutions business under the Pharmaceutical umbrella.

Position Accountabilities

  • Lead, mentor and develop a staff in excess of 250 employees; build relationships across the business to maintain and enhance employee engagement, retention and office culture
  • Maximize customer and patient satisfaction by aligning complex solutions and service to key client initiatives
  • Partner with clients and internal teams to ensure successful delivery of white glove customer service to patients and program adherence
  • Facilitate and lead meetings with the call center management team to ensure timely completion of client deliverables and SLA adherence
  • Spearhead projects to improve performance and reduce costs
  • Collaborate with the Specialty Solutions business development team to identify and drive expansion opportunities globally; participate in and lead client interactions
  • Manage cross-functional, highly matrixed teams; communicate regularly with internal executive teams
  • Manage labor and non-labor budgets and expenses
  • Utilize broad and deep business knowledge to develop innovative practices, policies and procedures
  • Contribute to the development of departmental strategies and apply expertise to achieve financial and operational objectives
  • Make decisions, often difficult and/or unpopular, which support and drive strategy; influence others to support the decision

Position Qualifications

  • 10 years of customer service, operations and/or account management experience in a relevant industry
  • Bachelor's degree required; graduate degree preferred
  • Demonstrated leadership and communication skills; organized and self-motivated
  • High attention to detail and ability to detect inconsistencies
  • Strong project management skills
  • Understanding of the healthcare reimbursement and managed care
  • Strong command of the English language, grammar, style and logical progression; ability to write in a clear, concise and persuasive manner
  • Strong ability to develop relationships internally and externally
  • Excellent planning, budget forecasting, and presentation skills
  • Ability to travel 30 percent

Desired Attributes

  • Bias for action
  • Creative
  • Entrepreneurial
  • Self-generated motivation
  • Resilience
  • Efficient
  • Confidence
  • Clear, concise communication
  • Approachable

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.


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Meet William

I have been trained to load on the spurs, pick and handle floor stock. I have also run the command station and served as the 3rd shift warehouse lead. I hope that my being able to do almost any position in the warehouse can take some of the load off of someone else and make a difference for Cardinal Health members.
William, Material Handler