Supervisor, Customer Service Ops (Inbound/Outbound) at Cardinal Health

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

18 Apr, 26

Salary

0.0

Posted On

19 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Customer Service, Coaching, Performance Management, Communication, Problem Resolution, Sales, Training, Mentoring, HIPAA Compliance, Call Management, Workflow Management, Team Collaboration, Patient Care, Process Improvement, Time Management

Industry

Hospitals and Health Care

Description

POSITION 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. ESSENTIAL FUNCTIONS · 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. · Acts as a model for ADS core values and ethics. · 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. · Meets patient service quality standards. · Embraces and exemplifies Cardinal Health's core values: Invites Curiosity, Builds Partnerships, Inspires Commitment, Develops Self and Others Qualifications At least 2 years of leadership experience At least 2 years of college experience (UG2) Experience in Health Care operations is an advantage 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 New Patient Intake Supervisor manages the daily workflow of the New Patient Intake service functions and provides leadership to ensure service and production goals are met. They also handle performance management, staff development, and ensure compliance with policies and procedures.