Supervisor, Access and Patient Support

Cardinal Health Sonexus Access and Patient Support

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

The Customer Service Operations Supervisor leads program staff performing actions including customer service, enrollment / reimbursement activities, benefit investigations for product benefit coverage, prior authorization assistance, copay enrollment, and other patient services. Responsibilities include :

• Overseeing daily operations for patient access support contact center team of up to 15 team members and providing daily support ensuring team members can perform job responsibilities.
• Overseeing daily operations for quality performance monitoring team of up to 8 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.
• Demonstrating knowledge of quality systems and approaches including Call & Case Monitoring, Adverse Event reporting and Non-Conformance management.
• Creating and maintaining Standard Operating Procedures and work instructions specific to the program.
• Coordinating and delivering reoccurring (weekly, monthly, and quarterly) reviews of program metrics / dashboards while proactively sharing results with internal and external senior leaders.
• Coordinating and delivering special projects related to quality monitoring and reoccurring quality related calibration meetings, both internal and client facing.
• Assessing / testing / solution / 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 non-conformances 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 for Agents and Quality performance team.
• 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.
• Travel may be needed to perform your duties up to 25%.

Qualifications

Qualifications include :

What is expected of you and others at this level

Expectations include :

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

Anticipated salary range : $65,500 - $93,550

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