Operations Supervisor (US Healthcare account)

What Customer Service Operations contributes to Cardinal Health

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

Customer Service Operations is responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.

Job Summary

The New Patient Intake Supervisor performs day-to-day New Patient service functions in addition to supervisory and leadership duties to the New Patient Intake team, with the goal of ensuring that all policies and procedures related to providing consistent, supervisor customer/patient care are adhered to, and service & production goals are met effectively and efficiently. The New Patient Intake Supervisor will work within the scope of responsibilities as dictated below with guidance and support from our New Patient Services leadership team.

Responsibilities

• Manages the daily/ongoing workflow of New Patient Intake service functions. Provides ongoing leadership and support to ensure that day-to-day service and production goals are met.
• Communicates strategic/tactical expectations for staff, reinforces values and provides vision to direct and indirect reports.
• Manages performance through positive coaching and clear direction. Addresses deficiencies timely and professionally. Partners with HR as appropriate to provide additional structure, improvement plans, or corrective actions.
• Ensures performance appraisals are completed timely, objectively and thoughtfully. Provides meaningful goals and supports staff development through training and mentoring.
• Monitors staff schedules, deliverables and deadlines to ensure daily coverage and assigned goals are achieved. Reviews timesheets for non-exempt staff as assigned.
• Serves NCMS patients over the phone with initial order of diabetes testing supplies and related products.
• Manages and maintains moderate call volume per day, combined inbound and outbound calls.
• Provides excellent customer service while obtaining patient demographics.
• Determines patients’ needs and offers products and services as applicable.
• Ensures accurate and appropriate protocol is followed with each call (e.g. following script, obtaining patient demographics and insurance information).
• Demonstrates confidence and clarity with each call, to close sales and maximize upsells. Meets daily and weekly performance goals.
• Works closely with other departments and physician support teams to confirm patient orders are eligible for shipment.
• Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.
• Maintains accurate and detailed notes in the company system.
• Adapts quickly to frequent process changes and improvements.
• Is reliable, engaged, and provides feedback to improve processes and policies.
• Attends all department, team, and company meetings as required.
• Appropriately routes incoming calls when necessary.
• Embraces and exemplifies the Cardinal Health values: Invites Curiosity, Builds Partnerships, Inspires Commitment, Develops Self and Others 

Other Responsibilities

• May perform any additional responsibilities or special projects as required.
• May provide cross-functional support as business needs demand.- Duties and responsibilities may be subject to change based upon the needs of the department.
• Qualifications
• (1) At least 2 years of college coursework or experience

(2) 2 years of Leadership experience

(3) Knowledge in Healthcare Operations or Revenue Cycle Components is required (Any of the following: Insurance Verification, Medical Documentation, Prior Authorization, or Revenue Cycle Management)

(4) Experience in using Contact Center phone system such as NICE and/or Genesys is an advantage
 

• Expected Competencies
• - Professional, and effective communications skills; able to calmly present solutions in challenging situations.
• Proactive identification of challenges, and solution-oriented approach to problem solving.
• Service-orientation and aptitude to utilize proper listening skills.
• Effective analytical skills: able to use inductive and deductive reasoning to anticipate outcomes.
• Self-directed accountability and reliability
• Effective leadership, communication, and interpersonal skills, with the ability to influence and collaborate effectively with cross-functional teams.
• Able to manage and prioritize multiple tasks/projects, work autonomously, and meet deadlines.
• Able to work well in a team environment that promotes inclusiveness and communication among team members.
• Communication using both verbal and written English proficiency.

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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