Operations Supervisor, Customer Service Management - Boise, United States - Idaho State Job Bank

Description

Operations Supervisor, Customer Service Management at Cardinal Health in Boise, Idaho, United States Job Description What Customer Service Management contributes to Cardinal Health Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function.

Delivering an exclusive model that fully integrates direct drug distribution to site-of-care with non-commercial pharmacy services, patient access support, and financial programs, Sonexus Health, a subsidiary of Cardinal Health, helps specialty pharmaceutical manufacturers have a greater connection to the customer experience and better control of product success.

Personalized service and creative solutions executed through a flexible technology platform means providers are more confident in prescribing drugs, patients can more quickly obtain and complete therapy, and manufacturers can directly access more actionable insight than ever before.

Job Summary The Customer Service Ops 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 and work instructions .

Directly supervises employees in the Access Patient Support Center in accordance with the organization's policies and applicable laws. Through effective supervision, the Customer Service Supervisor Ops 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.

+ Training employees; planning, assigning, and directing work; rewarding and disciplining employees; addressing complaints and resolving problems, and attend client meetings as necessary + 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. + Communi To view full details and how to apply, please login or create a Job Seeker account