Supervisor, Access and Patient Support

Operations Supervisor

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. Together, we can get life-changing therapies to patients who need themfaster.

The Operations Supervisor will oversee program staff performing customer service, enrollment and reimbursement activities, benefit investigations for pharmacy benefit coverage, prior authorization assistance, copay enrollment, and other hub services.

Responsibilities :

• Collaboratively oversees daily operations for an inbound and outbound patient access support team.
• Ability to maintain development / training goals for team members in a 100% remote setting.
• Responsible for creating and maintaining Standard Operating Procedures and work instructions & metrics specific to the program.
• Responsible for conducting daily, weekly, monthly, and quarterly reviews of program metrics and reporting results to leadership.
• Manages workflow within assigned team to ensure efficient customer service operations. Monitors inbound calls and workgroups, and tracks key performance indicators such as abandonment rate, Service Level, After Call Survey, and First Call Resolution.
• Responsible for testing / solutioning / approving program changes including those related to technology (in various digital platforms & CRMs), platform upgrades, and modifications to program business rules.
• Meets regularly with Manager to discuss team performance and people management considerations. Assists the Manager in implementing new policies and procedures.
• Conducts development-based biweekly / monthly / quarterly 1x1s with team members and holds responsibility for providing effective coaching, development, and feedback on both performance and goal setting.
• Responsible for managing Workday tasks; approvals timecards, PTO, etc.
• Comply with all Local, State, and Federal laws and regulations as they pertain to services provided by the Company. This includes supporting and demonstrating compliance with the Company's Compliance and HIPAA Plans.
• Collaborates with internal business partners to provide effective responses and resolutions to complex program related issues.
• Manages time and independently prioritizes work responsibilities to meet key deadlines as assigned by manager.
• Maintains daily contact with client / 3rd party partners by leveraging excellent verbal and written communication skills.
• Other duties as assigned.

What is expected of you and others at this level :

Qualifications :

Training and Work Schedules :

Your new hire training will take place 8 : 00am-5 : 00pm CST, mandatory attendance is required. This position is full-time (40 hours / week). Employees are required to have flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 7 : 00am-7 : 00pm CST. 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 :

$67,500-$96,300

Benefits :

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

Application window anticipated to close : 12 / 19 / 2025