Operations Manager, Access Patient and Support

Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so patients can access, afford, and remain on the therapies they need for a better quality of life. Our diverse expertise in pharma, payer, and hub services allows us to deliver best-in-class solutions—driving brand and patient markers of success. We continuously integrate advanced and emerging technologies to streamline patient onboarding, qualification, and adherence. Our non-commercial specialty pharmacy is centralized at our custom-designed facility outside of Dallas, Texas, empowering manufacturers to rethink the reach and impact of their products.  Together, we can get life-changing therapies to patients who need them—faster.   Accountabilities    Manage, coach, lead, and mentor subordinate supervisors who direct employees in enrollment and eligibility reimbursement for patient support programs  Responsible for the overall direction, coordination, and evaluation of their teams up to 100 employees  Oversee work on a daily basis in conjunction with supervisors and team leads while resolving day-to-day problems using defined processes  Build customer relationships, interpret customer needs and assesses their business requirements while developing alternate solutions when needed  Interact with clients to provide resolution to inquiries and present updates on specific program performance  Regularly communicate with customer account managers on client requests and needs  Oversee employee schedules to ensure proper business coverage as outlined by client contracts and company policies  Set priorities for the team to ensure task completion, coordinate work activities with other supervisors  Conduct time and capacity studies to forecast future staffing needs  Coordinate with talent acquisition related to vacancy needs and interview and select top talent  Coach and mentor supervisors providing feedback and advice  Design and deliver corrective action plans for employees  Provide input into succession plans and development plans for employees  Conduct one-on-one discussions with supervisors documenting performance and providing feedback  Work within budget and financial objectives as defined by director  Works directly with the manufacturer clients on program requirements, day to day operations and ideas to grow the business  Lead Quarterly Business Reviews with the client  Communicate with directors providing updates on current workload and performance  Serve as an escalation point of contact for employees, patients, and providers to resolve issues  Serve as a subject matter expert providing coaching and training to employees in the areas of customer service, case resolution, and database management  Coordinate with training center of excellence related to upcoming training needs  Develop employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work  Interact with indirect reports regularly during skip-level one-on-ones  Review activity reports to assess performance  What is expected of you and others at this level   Manages department operations and supervises professional employees, frontline supervisors and/or business support staff  Participates in the development of policies and procedures to achieve specific goals  Ensures employees operate within guidelines  Decisions have a short-term impact on work processes, outcomes, and customers  Interacts with subordinates, peer customers and suppliers at various management levels may interact with senior management  Interactions normally involves resolution of issues related to operations and/or projects  Gains consensus from various parties involved  Ability to travel 25% of the time  Qualifications   Minimum of Bachelor’s degree or equivalent, preferred  Proven record of leading and developing a team of employees with experience