Operations Manager - Nationwide

, CA, United States

What Customer Service Management contributes to Cardinal Health

Delivering an exclusive model that fully integrates direct drug distribution to site-of-care with non-commercial pharmacy services, patient access support, and financial programs, Sonexus Health, a subsidiary of Cardinal Health, helps specialty pharmaceutical manufacturers have a greater connection to the customer experience and better control of product success. Personalized service and creative solutions executed through a flexible technology platform means providers are more confident in prescribing drugs, patients can more quickly obtain and complete therapy, and manufacturers can directly access more actionable insight than ever before. With all services centralized in our custom-designed facility outside of Dallas, Texas, Sonexus Health helps manufacturers rethink how far their products can go.

What is expected of you and others at this level

Manages department operations and supervises professional employees, frontline supervisors and/or business support staff

Participates in the development of policies and procedures to achieve specific goals

Ensures employees operate within guidelines

Decisions have a short term impact on work processes, outcomes, and customers

Interacts with subordinates, peer customers and suppliers at various management levels may interact with senior management

Interactions normally involves resolution of issues related to operations and/or projects

Gains consensus from various parties involved

Responsibilities in this role

Manages subordinate supervisors who supervise employees in the Enrollment and Eligibility Reimbursement Call Center of the Sonexus Health Access and Patient Support Services.

Responsible for the overall direction, coordination, and evaluation of this unit.

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include interviewing, hiring, terminating, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

Develops call center systems by developing customer interaction and voice response systems, and voice networks; executing user acceptance test plans; planning and controlling implementations.

Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.

Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Meets call center financial objectives by estimating requirements; preparing an annual budget with the support and guidance of the financial department; scheduling expenditures; analyzing variances; initiating corrective actions.

Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Maintains equipment by evaluating equipment; calling for repairs and evaluating upgrades.

Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Setting and meeting performance targets for speed, efficiency, sales and quality

Managing the daily running of the APS Center

Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues

Maintaining up-to-date knowledge of industry developments and involvement in networks

Monitoring random calls to improve quality, minimize errors and track operative performance

Coordinating staff recruitment, including writing vacancy advertisements, and liaising with HR staff

Reviewing the performance of staff, identifying training needs and planning training sessions

Recording statistics, user rates and the performance levels of the center and preparing reports

Handling the most complex customer complaints or inquiries · Develop staffing, including shift patterns and the number of staff required to meet demand

Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes

Qualifications

Bachelors in related field, or equivalent work experience, preferred

2-6 years’ experience in a management role within a HUB (call center) setting in pharmaceutical or insurance industry preferred

Background in insurance/claims processing a plus

TRAINING AND WORK SCHEDULES: Your new hire training will take place 8:00am-5:00pm CST, mandatory attendance is required.

This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 7:00am- 7:00pm CST.

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: $85,100- $121,600

Bonus eligible: Yes

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

Medical, dental and vision coverage

Paid time off plan

Health savings account (HSA)

401k savings plan

Access to wages before pay day with myFlexPay

Flexible spending accounts (FSAs)

Short- and long-term disability coverage

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Application window anticipated to close: 04 /26/2024 *if interested in opportunity, please submit application as soon as possible.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

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/Affirmative Action 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.

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