Supervisor, Customer Service

US-Nationwide-FIELDFull time20187757Cardinal 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 solutions—driving 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 them—faster.Job SummaryThe Specialty Pharmacy Operations Supervisor 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.ResponsibilitiesThe Specialty Pharmacy Operations Supervisor 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.QualificationsBachelor's degree or equivalent work experience preferred3-5 years of experience in related field of patient support programs preferredPrevious management experience preferredStrong communication, presentation, and time management skillsCommitment to the continued development of oneself and team membersAdvanced computer skills and proficiency in Microsoft Office including but not limited to Word (e.g. inserting tables, mail merge, tracking changes, updating headers and footers), Teams, Outlook, PowerPoint (e.g. updating slide layout, adding slides, adding & updating charts, and graphs, and updating themes), and preferred Excel capabilities including pivot tables, graphing, and basic formulasTravel 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 staffAdministers and exercises policies and proceduresEnsures employees operate within guidelinesDecisions have a direct impact to work unit operations and customersFrequently interacts with subordinates, customers, and peer groups at various management levelsInteractions normally involve information exchange and basic problem resolutionTRAINING 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 routerSurge protector with Network Line Protection for CAH issued equipmentAnticipated salary range: $68,500.00 - $87,930.00Bonus eligible: NoBenefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.Medical, dental and vision coveragePaid time off planHealth savings account (HSA)401k savings planAccess to wages before pay day with myFlexPayFlexible spending accounts (FSAs)Short- and long-term disability coverageWork-Life resourcesPaid parental leaveHealthy lifestyle programsApplication window anticipated to close: 11/20/2026 *if interested in 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.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 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.To read and review this privacy notice click here ( in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities.We are a crucial link between the clinical and operational sides of healthcare, delivering end-to-end solutions and data-driving insights that advance healthcare and improve lives every day. With deep partnerships, diverse perspectives and innovative digital solutions, we build connections across the continuum of care.With more than 50 years of experience, we seize the opportunity to address healthcare's most complicated challenges — now, and in the future.View Cardinal Health on YouTube ( your personal information has changed and needs edited, please contact your recruiter for assistance. If you have not yet been contacted by a recruiter, please email us at View email address on click.appcast.io for assistance.J-18808-Ljbffr