Supv, Customer Service Ops

What Customer Service Operations contributes to Cardinal Health

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

Responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.

Job Summary

This job supervises teams of Tier 1 and Tier 2 analysts who work on-site or virtually. This team ensures compliance to regulatory guidelines of the pharmaceutical supply chain. This position requires the supervisor to meet and exceed performance metrices by providing meaningful touchpoints, motivation and accountability through the disciplinary process.

Responsibilities

• Responsible for day-to-day operations.
• Provides high-quality service and regularly reports on the program’s performance and cost savings. Understands customer needs and makes operational changes as needed to improve program performance.
• Builds relationships with and acts as liaison to a variety of stakeholders. Conducts regular reviews with internal stakeholders.
• Answers questions regarding program objectives, operations, systems, and performance.
• Manages and resolves escalations.
• Supervises a team of Analysts, providing coaching and assisting with complex or unusual issues. Conducts performance evaluations and takes corrective actions as necessary.
• Ensures the team fulfills cases in a timely and efficient manner.
• Identify performance related issues, develop an action plan for correction and improvement.
• Lead and develop the capabilities of the team.

Qualifications

• 4-8 years of experience
• BA, BS or equivalent experience in related field

What is expected of you and others at this level

• Coordinates and supervises the daily activities of operations or business staff
• Administers and exercises policies and procedures
• Ensures employees operate within guidelines
• Decisions have a direct impact to 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

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.