Operations Supervisor US Healthcare Account

Position Summary

The role is responsible for overseeing the operations of the Customer Care connecting with providers, and internal departments to assure the accuracy and efficiency of a customer’s refill of supplies, and managing staff. This role focuses on optimizing workflows, training team members, and ensuring the department meets performance standards.

Essential Functions

• Supervises and supports the Customer Care Specialists.
• Develops and implements departmental policies and procedures to ensure operational efficiency.
• Oversees staff performance, conducting regular performance reviews and providing feedback.
• Ensures compliance with payer guidelines and regulatory requirements.
• Collaborates with other departments, such as billing and clinical services, to address issues and optimize workflows.
• Monitors and audits team performance and ensures that orders and services are processed in a timely manner.
• Trains and onboards new team members assuring they have all resources needed to be successful in their roles.
• Manages escalated issues and work with payers and providers to resolve complex cases.
• Ensures team compliance with internal policies and payer regulations.
• Leads process improvement efforts to enhance authorization workflows.
• Handles appeals for denied authorizations and follow up with payers for resolution.
• Ensures that the team provides patients with accurate, timely, and satisfactory solutions to potential & arising complaints & concerns about their orders, devices, usage, and physician-ordered prescription(s).
• Maintains accurate records and documentation of all authorization activities.
• 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 weekly company meetings as required.
• Appropriately routes incoming calls when necessary.
• Meets company quality standards.
• Embraces and exemplifies the Cardinal Health values:
  
  

• May perform any additional responsibilities or special projects as required.
• Duties and responsibilities may be subject to change based upon the needs of the department.
• At least 2 years of college coursework or experience
• 2 years of Leadership experience
• Experience in using Contact Center phone system such as NICE and/or Genesys is an advantage