Supervisor, Access and Patient Support

Job Opportunity : Customer Service 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.

Responsibilities :

• Oversee daily operations for patient access support contact center team of up to 15 team members and provides daily support ensuring team members can perform job responsibilities.
• Oversee daily operations for quality performance monitoring team of up to 8 team members and provides daily support ensuring team members can perform job responsibilities.
• Coach, teach, train, and mentor team members in a 100% remote setting while monitoring individual and team performance.
• Demonstrate knowledge of quality systems and approaches including Call & Case Monitoring, Adverse Event reporting and Non-Conformance management.
• Create and maintain creating and maintaining Standard Operating Procedures and work instructions specific to the program.
• Coordinate and deliver reoccurring (weekly, monthly, and quarterly) reviews of program metrics / dashboards while proactively sharing results with internal and external senior leaders.
• Coordinate and deliver special projects related to quality monitoring and reoccurring quality related calibration meetings, both internal and client facing.
• 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 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 quarterly business reviews to clients (either virtually or in-person).
• Proactively seek and implement process efficiencies to reduce team manual work for Agents and Quality performance team.
• 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 :

What is expected of you and others at this level :

Training and Work Schedules :

Your new hire training will take place 8 : 00am-5 : 00pm CT the first week of employment. Attendance is mandatory. This position is full-time (40 hours / week). Employees are required to have flexibility to work a scheduled shift of 8am-5pm CT.

Remote Details :

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 : $65,500 - $93,550

Bonus eligible : No

Benefits :

Application window anticipated to close : 12 / 27 / 2025 if interested in opportunity, please submit application as soon as possible. The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate's geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

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.