Supervisor, Customer Service Management

$65,500 - $93,500/Yr

Cardinal Health - Lansing, MI

Full-time - Mid Level

Lansing, MI

Merchant Wholesalers, Nondurable Goods

About the position

The Operations Supervisor for Access & Patient Support at Cardinal Health is responsible for overseeing the daily operations of the Access Patient Support staff, ensuring effective customer service and enrollment activities. This role integrates drug distribution with pharmacy services and patient access support, aiming to enhance the customer experience and product success for specialty pharmaceutical manufacturers.

Responsibilities

• Supervises Access Patient Support staff performing customer services and enrollment activities, as well as reimbursement staff conducting benefit investigations.
• Oversees staffing schedules to meet client contract requirements and company policies.
• Directly supervises employees in the Access Patient Support Center, ensuring compliance with organizational policies and applicable laws.
• Trains employees, plans, assigns, and directs work, rewards and disciplines employees, and addresses complaints and resolves problems.
• Sets priorities for the team to ensure task completion and coordinates work activities with other supervisors.
• Applies expertise to solve standard and non-standard problems within the area of responsibility.
• Makes decisions that may be difficult or unpopular, weighing pros and cons for the benefit of the work team.
• Provides direction in discussing and creating development plans for team members.
• Aligns individual goals with work area and functional goals, building confidence and respect among team members.
• Works within budgetary objectives and identifies opportunities for long-term change within the team or product/service.
• Builds customer relationships, interprets customer needs, and assesses business requirements.
• Resolves routine problems using defined processes and encourages team brainstorming for solutions.
• Actively builds relationships across functions and encourages participation from all team members.
• Effectively listens to and explains difficult issues to reach shared understanding.

Requirements

• Bachelor's degree or equivalent work experience preferred.
• 3-5 years of experience in the Healthcare field preferred.
• Strong leadership skills and ability to communicate strategic and tactical plans effectively.
• Advanced knowledge of healthcare reimbursement preferred.
• Experience with Microsoft Office products including Word, PowerPoint, Teams, Outlook, and Excel.
• Excellent observation skills to identify trends and problems while providing solutions.
• Superior written and verbal communication skills, with the ability to present information effectively.
• Ability to mediate disagreements and facilitate positive outcomes while managing multiple issues.
• Experience in phone-based customer service preferred.
• Passionate about personal and team development, adaptable, self-motivated, and dependable.
• Critical and creative thinking skills, organized, punctual, and efficient.

Nice-to-haves

• Experience in a competitive and dynamic team environment.

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before payday with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs