Supervisor, Customer Service Management

Supervisor, Customer Service Management

Cardinal Health Sonexus Health Pharmacy Services is dedicated to helping specialty pharmaceutical manufacturers remove barriers to care, ensuring 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.

The Supervisor, Customer Service Management directly supervises staff 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 include :

• Overseeing daily operations for patient access support contact center team of up to 20 team members and providing daily support ensuring team members can perform job responsibilities.
• Coaching, teaching, training, and mentoring team members in a 100% remote setting while monitoring individual and team performance.
• Creating and maintaining Standard Operating Procedures and work instructions specific to the program.
• Coordinating and delivering recurring (weekly, monthly, and quarterly) reviews of program metrics / dashboards while proactively sharing results with internal and external senior leaders.
• Assessing / testing / solving / approving program changes including those related to Information Technology, platform upgrades, and modifications to program business rules.
• Reporting system issues that can impact our client relationship management system (CRM) and / or productivity in a timely manner.
• Managing employee timecards in addition to standard HR responsibilities as a people leader.
• Opening job requisitions, conducting interviews, and providing personnel recommendations to senior leaders.
• Coordinating with senior leadership and Advice and Counsel Center to determine appropriate corrective action, not limited to termination when applicable.
• Continually monitoring program adherence, quality, attendance and addressing accordingly.
• Reporting Corrective and Preventative Actions in a timely manner.
• Coordinating with fellow supervisors and collaborating with business partners to provide effective responses and resolutions to complex program related issues.
• Conducting recurring development-based 1x1s with team members focused on both performance and goal setting.
• Effectively managing time and independently prioritizing work responsibilities to meet key deadlines.
• Maintaining regular contact with client / 3rd party partners by leveraging excellent verbal and written communication skills.
• Contributing to the building and presentation of quarterly business reviews to clients (either virtually or in-person).
• Proactively seeking and implementing process efficiencies to reduce team manual work.
• Hosting recurring (bi-weekly / monthly) team meetings to discuss updates, process changes, team SLAs / KPIs, QA, trends, etc.
• Working well independently and in a team setting by collaborating across different departments.

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 :

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

If interested in the 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.