Customer Service Operations Supervisor

2 weeks ago


Phoenix, Arizona, United States Cardinal Health Full time
Job Summary

The Customer Service Operations Supervisor plays a critical role in ensuring the delivery of high-quality customer service and support to patients, caregivers, and healthcare providers. This position is responsible for overseeing the daily operations of a team of up to 15 staff members, providing coaching, training, and mentoring to ensure they have the necessary skills and knowledge to perform their job responsibilities.

Key Responsibilities
  • Oversee daily operations, including customer service, enrollment/reimbursement activities, benefit investigations, and prior authorization assistance.
  • Coach, teach, train, and mentor team members in a 100% remote setting, monitoring individual and team performance.
  • Create and maintain Standard Operating Procedures and work instructions specific to the program.
  • Coordinate and deliver recurring reviews of program metrics/dashboards, sharing results with internal and external senior leaders.
  • Assess, test, and approve program changes, including those related to Information Technology, platform upgrades, and modifications to program business rules.
  • Manage employee timecards and perform 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, including termination when applicable.
  • Continually monitor program adherence, quality, attendance, and address accordingly.
  • Report Corrective and Preventative Actions in a timely manner.
  • Collaborate with fellow supervisors and 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, leveraging excellent verbal and written communication skills.
  • Contribute to the building and presentation of quarterly business reviews to clients.
  • Proactively seek and implement process efficiencies to reduce team manual work.
  • Host recurring team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc.
Requirements
  • Bachelor's degree or equivalent work experience.
  • 3-5 years of experience in a related field of patient support programs preferred.
  • Previous management experience preferred.
  • Strong communication, presentation, and time management skills.
  • Commitment to the continued development of oneself and team members.
  • Advanced computer skills and proficiency in Microsoft Office, including Word, Teams, Outlook, PowerPoint, and Excel.
What We Offer
  • Competitive salary range: $65,500 - $93,550.
  • 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.


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