Supervisor, Customer Service Management

$65,500 - $93,500/Yr

Cardinal Health - Honolulu, HI

Full-time - Mid Level

Honolulu, HI

Merchant Wholesalers, Nondurable Goods

About the position

The Operations Supervisor, Access & Patient Support at Cardinal Health is responsible for overseeing the daily operations of the Access & Patient Support department. This role integrates drug distribution with non-commercial pharmacy services and patient access support, ensuring effective management of customer service and reimbursement activities. The supervisor will lead a team, implement policies, and ensure compliance with guidelines while fostering a collaborative environment to enhance customer experience and operational success.

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 adherence to organizational policies and applicable laws.
• Trains employees, plans, assigns, and directs work, rewards and disciplines staff, 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 impact work unit operations and coaches subordinates in their decision-making efforts.
• Provides direction in discussing and creating development plans and contributes to succession planning.
• Aligns individual goals with work area and functional goals, building confidence and respect among team members.
• Assists the team in achieving goals and works within budgetary objectives, applying knowledge of profit drivers.
• Identifies opportunities for long-term change within the work team or product/service.
• Builds customer relationships, interprets customer needs, and assesses business requirements.
• Resolves routine problems using defined processes and collaborates with the team to suggest solutions.
• Actively builds relationships across functions and encourages participation from all team members.

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