Manager, Clinical Operations Manager

What Clinical Operations Management contributes to Cardinal Health

Clinical Operations is responsible for providing clinical specialties support and expertise in the areas of advice and consulting, research and patient care to internal business units and external customers.

Clinical Operations Management is responsible for strategic oversight and leadership direction within the Clinical Operations function.

Job Summary

The Manager, Clinical Ops Management leads a Cardinal Health patient engagement center providing clinical and support services to customers and patients. This job oversees large teams of patient engagement representatives and is responsible for the day to day management of all patient interactions. The Manager, Clinical Ops Management manages the center to ensure appropriate staffing levels, financial performance goals, and service level agreements are met and exceeded. Additional responsibilities include generating reports, proactively identifying operations and industry trends and maintaining an in-depth understanding of Cardinal Health and related products/ services.

Essential Duties and Responsibilities:

• Manages the day to day operations of patient engagement center that assists patients and customers with product/ service questions and concerns.

• Leads a team of customer engagement representatives to ensure timely and satisfactory resolution of customer concerns.

• Maintains the staffing levels of patient engagement representatives to maintain efficient operations and staffing levels.

• Trains and manages the performance of team members to ensure effective patient interactions and accurate communication of related information.

• Monitors the quality of verbal and written patient interactions and provides coaching to representatives as needed to address concerns.

• Evaluates engagement center operations to identify potential area of improvement and trends in patient interactions.

• Leverages data analytics and patient insights in the generation of internal and external reports.

• Oversees and ensures the successful completion of quarterly business reviews with internal and external customers

• Ensures adherence to customer-specific guidelines, regulatory standards, and compliance requirements.

Qualifications:

• 7 – 10 years of experience managing healthcare/clinical teams in a Captive/Inhouse or BPO setting specifically in Clinical or Medical Research, Writing or Abstraction

• Experience in oncology, urology, and/or gastrointestinal care preferred

• Communicates clearly and effectively (written and verbal)

• Ability to problem solve and identify solutions

• Self-motivated and ability to work independently and in a team setting to meet demanding deadlines

• Ability to work in a high pressure, supportive and fun environment

• Strong organizational skills with an attention to detail

• Ability to manage priorities and diverse tasks

• Ability to lead and influence others

• Proven time management and organizational skills to support meeting deadlines and ensuring the team and stakeholders adhere to their deadlines

• Ability to lead and influence others

• Willing to work night shift and on a hybrid set-up in BGC

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.