Operations Manager, Access Patient and Support
Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so patients can access, afford, and remain on the therapies 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 continuously integrate advanced and emerging technologies to streamline patient onboarding, qualification, and adherence. 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.
Accountabilities
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Manage, coach, lead, and mentor subordinate supervisors who direct employees in enrollment and eligibility reimbursement for patient support programs
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Responsible for the overall direction, coordination, and evaluation of their teams up to 100 employees
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Oversee work on a daily basis in conjunction with supervisors and team leads while resolving day-to-day problems using defined processes
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Build customer relationships, interpret customer needs and assesses their business requirements while developing alternate solutions when needed
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Interact with clients to provide resolution to inquiries and present updates on specific program performance
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Regularly communicate with customer account managers on client requests and needs
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Oversee employee schedules to ensure proper business coverage as outlined by client contracts and company policies
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Set priorities for the team to ensure task completion, coordinate work activities with other supervisors
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Conduct time and capacity studies to forecast future staffing needs
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Coordinate with talent acquisition related to vacancy needs and interview and select top talent
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Coach and mentor supervisors providing feedback and advice
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Design and deliver corrective action plans for employees
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Provide input into succession plans and development plans for employees
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Conduct one-on-one discussions with supervisors documenting performance and providing feedback
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Work within budget and financial objectives as defined by director
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Works directly with the manufacturer clients on program requirements, day to day operations and ideas to grow the business
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Lead Quarterly Business Reviews with the client
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Communicate with directors providing updates on current workload and performance
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Serve as an escalation point of contact for employees, patients, and providers to resolve issues
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Serve as a subject matter expert providing coaching and training to employees in the areas of customer service, case resolution, and database management
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Coordinate with training center of excellence related to upcoming training needs
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Develop employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work
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Interact with indirect reports regularly during skip-level one-on-ones
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Review activity reports to assess performance
What is expected of you and others at this level
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Manages department operations and supervises professional employees, frontline supervisors and/or business support staff
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Participates in the development of policies and procedures to achieve specific goals
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Ensures employees operate within guidelines
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Decisions have a short-term impact on work processes, outcomes, and customers
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Interacts with subordinates, peer customers and suppliers at various management levels may interact with senior management
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Interactions normally involves resolution of issues related to operations and/or projects
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Gains consensus from various parties involved
- Ability to travel 25% of the time
Qualifications
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Minimum of Bachelor’s degree or equivalent, preferr