Supervisor, Customer Service Management

Supervisor, Customer Service Management

Cardinal Health Sonexus Health Pharmacy Services 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. Sonexus Health Pharmacy, 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.

Job Summary

The Supervisor, Customer Service Management directly supervises staff that are performing customer service and enrollment activities as well as Reimbursement Staff performing benefit investigations for pharmacy and medical benefit coverage. Serving 1-2 clients, this position is responsible for overseeing the staffing schedule, training, and monitoring of key performance indicators to meet the requirements as outlined by client contracts and internal standard operating policies. Through effective supervision, the Pharmacy Operations Supervisor contributes to high quality customer service and long-term retention of customers.

Responsibilities

The Supervisor, Customer Service Management leads program staff performing actions including : customer service, and other patient services.

• Oversee daily operations for patient access support contact center team of up to 20 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.
• Create and maintain creating and maintaining 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 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 Corrective and Preventative Actions 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.
• 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.

Qualifications :

Bachelor's degree or equivalent work experience preferred. 3-5 years of experience in related field of patient support programs preferred. Previous management experience preferred. Strong communication, presentation, and time management skills. Commitment to the continued development of oneself and team members. Advanced computer skills and proficiency in Microsoft Office including but not limited to Word, Teams, Outlook, PowerPoint, and preferred Excel capabilities including pivot tables, graphing, and basic formulas. Travel may be needed to perform your duties up to 10%.

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.

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 :

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 : $67,500.00 - $86,670.00

Benefits :

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

Application window anticipated to close : 12 / 23 / 2025