Clinical Supervisor, Access and Patient Support

Supervisor, Clinical Operations

Cardinal Health Sonexus Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. Our diverse expertise in pharma, payer and hub services allows us to deliver best-in-class solutionsdriving brand and patient markers of success. We're continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification and adherence. Our non-commercial specialty pharmacy is centralized at our custom-designed facility outside of Dallas, Texas, empowering manufacturers to rethink the reach and impact of their products. The Supervisor, Clinical Operations provides management and clinical oversight to a team of nurses providing assistance to customers and patients. This role oversees the recruitment and professional development of the clinical patient engagement team to ensure a positive and satisfactory experience for all customers. The Supervisor, Clinical Operations monitors nurse to patient contact quality and provides coaching as needed to ensure effective and accurate communication of all clinical information. This job ensures all interactions are within an acceptable standard of telephonic nursing and keeps an eye on the financial management of programs.

Responsibilities

Oversight and management of direct reports including but not limited to nursing staff

Oversight of daily clinical operations for patient access support contact center team members and provide daily support ensuring team members can perform job responsibilities.

Oversight and implementation of all program compliance activities, product training and adverse event / product quality complaint training.

Oversight of clinical training, coach, teach, train, and mentor team members while monitoring individual and team performance.

Create and maintain Standard Operating Procedures and work instructions specific to the program.

Coordinate and deliver recurring (weekly, monthly, and quarterly) reviews of program metrics / dashboards while proactively sharing results with internal and external senior leaders.

Assess / Test / Solution / Approve program changes including those related to Information Technology, platform upgrades, and modifications to program business rules.

Report system issues that can impact our client relationship management system (CRM) and / or productivity in a timely manner.

Manage employee scheduling / timecards in addition to standard HR responsibilities as a people leader.

Open job requisitions, conduct interviews, and provide personnel recommendations to senior leaders.

Coordinate with senior leadership and Advice and Counsel Center to determine appropriate corrective action, not limited to termination when applicable.

Continually monitor program adherence, quality, attendance, and address accordingly.

Report Non-Conformances in a timely manner.

Coordinate with fellow supervisors and collaborate with business partners to provide effective responses and resolutions to complex program related issues.

Conduct recurring development-based 1x1s with team members focused on both performance and goal setting.

Effectively manage time and independently prioritize work responsibilities to meet key deadlines.

Maintain regular contact with client / 3rd party partners by leveraging excellent verbal and written communication skills.

Contribute to the building and presentation of business reviews to clients (either virtually or in-person).

Proactively seek and implement process efficiencies to reduce team manual work.

Host recurring (bi-weekly / monthly) team meetings to discuss updates, process changes, team SLAs / KPIs, QA, trends, etc.

Work well independently and in a team setting by collaborating across different departments.

Travel may be needed to perform your duties up to 25%.

Qualifications

Current, unrestricted Registered Nurse license, required.

BA, BS or equivalent experience in related field preferred.

5 years of clinical experience, preferred.

Knowledge of program disease state, preferred.

Call center or telephonic nursing experience, preferred.

Previous leadership experience, preferred.

Basic health insurance reimbursement knowledge, preferred.

Strong communication, presentation, and time management skills.

Experience in conducting web-based meetings, preferred.

Commitment to the continued development of oneself and team members.

Advanced computer skills and proficiency in Microsoft Office including but not limited to Word (e.g. inserting tables, mail merge, tracking changes, updating headers and footers), Teams, Outlook, PowerPoint (e.g. updating slide layout, adding slides, adding & updating charts, and graphs, and updating themes), and preferred Excel capabilities including pivot tables, graphing, and basic formulas.

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

Consistently demonstrate Cardinal Health values :

Integrity We hold ourselves to the highest ethical standard.

Accountable We bring passion, determination, and grit to deliver on our commitments.

Inclusive We embrace differences to drive the best outcomes.

Mission Driven We serve the greater goal of healthcare.

Innovative We develop new ways of thinking, operating, and serving customers.

Regularly practice the Cardinal Heath behaviors :

Invites curiosity.

Builds partnerships.

Inspires commitment.

Develops self and others.

Training and Work Schedules :

Your new hire training will take place 8 : 00am-5 : 00pm CST the first week of employment, mandatory attendance is required.

This position is full-time (40 hours / week). Employees are required to have flexibility to work a scheduled shift of Monday-Friday, 8 : 00am-5 : 00pm CST.

Remote Details :

All U.S. residents are eligible to apply to this position. You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following :

• Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location.
• Dial-up, satellite, WIFI, Cellular connections are NOT acceptable.
• Download speed of 15Mbps (megabyte per second)
• Upload speed of 5Mbps (megabyte per second)
• Ping Rate Maximum of 30ms (milliseconds)
• Hardwired to the router
• Surge protector with Network Line Protection for CAH issued equipment

Anticipated salary range : $80,900-$115,500

Bonus eligible : No

Benefits : Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

Application window anticipated to close : 12 / 27 / 2025

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