Operations Manager, Access Patient and Support

About the role

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.

Responsibilities

• Manage, coach, lead, and mentor subordinate supervisors who direct employees in enrollment and eligibility reimbursement for patient support programs
• Responsible for the overall direction, coordination, and evaluation of their teams up to 100 employees
• Oversee work on a daily basis in conjunction with supervisors and team leads while resolving day-to-day problems using defined processes
• Build customer relationships, interpret customer needs, and assess their business requirements while developing alternate solutions when needed
• Interact with clients to provide resolution to inquiries and present updates on specific program performance
• Regularly communicate with customer account managers on client requests and needs
• Oversee employee schedules to ensure proper business coverage as outlined by client contracts and company policies
• Set priorities for the team to ensure task completion, coordinate work activities with other supervisors
• Conduct time and capacity studies to forecast future staffing needs
• Coordinate with talent acquisition related to vacancy needs and interview and select top talent
• Coach and mentor supervisors providing feedback and advice
• Design and deliver corrective action plans for employees
• Provide input into succession plans and development plans for employees
• Conduct one-on-one discussions with supervisors documenting performance and providing feedback
• Work within budget and financial objectives as defined by director
• Works directly with the manufacturer clients on program requirements, day-to-day operations, and ideas to grow the business
• Lead Quarterly Business Reviews with the client
• Communicate with directors providing updates on current workload and performance
• Serve as an escalation point of contact for employees, patients, and providers to resolve issues
• Serve as a subject matter expert providing coaching and training to employees in the areas of customer service, case resolution, and database management
• Coordinate with training center of excellence related to upcoming training needs
• Develop employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work
• Interact with indirect reports regularly during skip-level one-on-ones
• Review activity reports to assess performance
• Ability to travel 25% of the time

Requirements

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 involve resolution of issues related to operations and/or projects
• Gains consensus from various parties involved

Qualifications

• Minimum of Bachelor’s degree or equivalent, preferred
• Proven record of leading and developing a team of employees with experience building a bench of talent
• Prior experience in patient support services, healthcare, or related field, preferred
• Pharmacy and Medical insurance knowledge with both commercial and government plans highly desired
• Specialty pharmaceutical knowledge, preferred
• Strong desire for career progression into leadership roles
• Willingness to roll up sleeves and work with any levels of the organization
• Excellent listener, problem solver, motivator, and coach
• Demonstrated leadership and communication skills
• Approachable with the ability to build rapport with teammates across functions and businesses
• Sound decision maker with financial acumen

Schedule

• Full-time (40 hours/week)
• New hire training: 8:00am–5:00pm CT, mandatory attendance required
• Flexibility to work any shift schedule during normal business hours: Monday–Friday, 7:00am–7:00pm CT

Remote Details

• Full-time remote work requiring a dedicated, quiet, private, distraction-free environment with access to high-speed internet
• Company provides computer, technology, and equipment needed to perform the job
• Employee responsible for providing high-speed internet meeting the following requirements:
  • Secure, high-speed, broadband internet connection (DSL, Cable, or Fiber); Dial-up, satellite, WiFi, or cellular connections are not acceptable
  • Download speed: 15Mbps (megabits per second)
  • Upload speed: 5Mbps (megabits per second)
  • Ping rate: maximum of 30ms (milliseconds)
  • Hardwired to the router
  • Surge protector with Network Line Protection for company-issued equipment

Pay

• Anticipated salary range: $87,700–$125,300 annually
• Bonus eligible

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