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.

Responsibilities

• Manages and processes applications to pharmaceutical and device manufacturers’ Patient Assistance Programs for recovery of drugs and devices dispensed to indigent patients without third party coverage, including co-pay assistance.
• Provides high-quality customer service and regularly reports on the program’s performance and cost savings. Understands customer needs and makes operational changes as needed to improve program performance.
• Supervises a team of Representatives, providing coaching and assisting with complex or unusual issues. Conducts performance evaluations and takes corrective actions as necessary.
• Builds relationships with and acts as liaison to a variety of stakeholders, including hospital administration, doctors, pharmacists, patients and pharmaceutical companies. Conducts quarterly business reviews with client stakeholders.
• Assures that each member is compliant with the established quality standards; performs calibration and quality check as frequent as necessary
• Drives performance of each team member to meet targets such as total output and SLAs
  
  

• Knowledge of Revenue Cycle Management Front-end is an advantage (Any of the following: Insurance Verification, Prior Authorization, and/or Medical Documentation)
• No DA for the past 12 months
• No failing scorecard for the past 6 months
  
  

• 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