Supervisor, Customer Service Mgmt

What Customer Service Management 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 Management is responsible for strategic oversight and leadership direction within the Customer Service function.

Job Summary

The Customer Service Supervisor directly supervises staff that are performing customer service and enrollment activities as well as Reimbursement Staff performing benefit investigations for pharmacy and medical benefit coverage. Serving 1-2 clients, this position is responsible for overseeing the staffing schedule, training, and monitoring of key performance indicators to meet the requirements as outlined by client contracts and internal standard operating policies. Through effective supervision, the Customer Service Supervisor contributes to high quality customer service and long-term retention of customers.

Responsibilities

• Manages workflow within assigned team to ensure efficient customer service operations. Monitors inbound calls and queue, and tracks key performance indicators such as abandonment rate, calls completed, and customer satisfaction.
• Coaches team members on client questions and assists with the most complex issues, including benefit investigations and patient financial barriers. Monitors customer service calls to provide frequent feedback and conducts performance evaluations for employees in assigned group.
• Oversees staffing requirements, coordinates employee work schedules, and approves vacation and sick days.
• Communicates regularly with clients to report on the performance of the customer service team and to discuss customer needs and concerns.
• Assists clients, medical doctor’s offices, and patients using APS Center software, including entering pertinent patient data into APS Center Software to establish new accounts, completing orders, and forwarding orders to appropriate queues. Completes benefit investigations for clients and patients on occasion.
• Assists Sales Force and Reimbursement Managers with questions and concerns regarding their accounts. Escalates client issues and concerns to commercial team members and the Customer Service Manager as appropriate.
• Meets regularly with the Customer Service Manager to discuss team performance and people management considerations. Assists the Manager in implementing new policies and procedures.
• Conducts weekly team meetings to discuss weekly performance, significant developments, upcoming trainings and events, and staffing. Ensures team’s alignment on new APS Center policies and procedures.

Qualifications

• Minimum 1 year in current role
• Open to P2/P3/M1
• Minimum of 3.0 / Meets rating in last Performance Review
• 4-8 years of experience, preferred
• Bachelor’s degree in related field, or equivalent work experience, preferred

What is expected of you and others at this level

• Coordinates and supervises the daily activities of operations or business staff
• Administers and exercises policies and procedures
• Ensures employees operate within guidelines
• Decisions have a direct impact to work unit operations and customers
• Frequently interacts with subordinates, customers, and peer groups at various management levels
• Interactions normally involve information exchange and basic problem resolution

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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