Supervisor, Customer Service Mgmt at Cardinal Health

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

16 Jan, 26

Salary

0.0

Posted On

18 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Contract Administration, Problem Resolution, Staff Supervision, Training, Performance Monitoring, Coaching, Communication, Benefit Investigations, Scheduling, Policy Implementation, Team Meetings, Client Interaction, Data Entry, Feedback, Employee Evaluations

Industry

Hospitals and Health Care

Description

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. To read and review this privacy notice click here Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. We are a crucial link between the clinical and operational sides of healthcare, delivering end‑to‑end solutions and data‑driving insights that advance healthcare and improve lives every day. With deep partnerships, diverse perspectives and innovative digital solutions, we build connections across the continuum of care. With more than 50 years of experience, we seize the opportunity to address healthcare's most complicated challenges — now, and in the future. View Cardinal Health on YouTube

Responsibilities

The Customer Service Supervisor manages workflow within the assigned team to ensure efficient customer service operations and monitors key performance indicators. They also coach team members on complex issues and communicate regularly with clients regarding team performance.