Manager, Customer Service Management

Cardinal Health Sonexus Health Pharmacy Services helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy 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're continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification and adherence. Sonexus Health Pharmacy Services, 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.Responsibilities:Provide strategic direction for management and development of pharmacy programs including optimizing workflows using tools such as PMS, CRMs, IVRs, digital communications and other available technologies and products.Manage subordinate supervisors who direct employees in fulfilling customer's requestsResponsible for the overall direction, coordination, and evaluation of their teams' employeesOversee work on a daily basis in conjunction with supervisors and team leads while resolving day-to-day problems using defined processesBuild customer relationships, interpret customer needs and assesses their business requirements while developing alternate solutions when needeInteract with clients to provide resolution to inquiries and present updates on specific program performanceRegularly communicate with customer account managers on client requests and needsOversee employee schedules to ensure proper business coverage as outlined by client contracts and company policiesSet priorities for the team to ensure task completion, coordinate work activities with other supervisorsConduct time and capacity studies to forecast future staffing needsCoordinate with talent acquisition related to vacancy needs and interview and select top talentCoach and mentor supervisors providing feedback and adviceDesign and deliver corrective action plans for employeesProvide input into succession plans and development plans for employeesPerform HR related duties such as PTO requests, Timecards, Quarterly ReviewsConduct one-on-one discussions with supervisors documenting performance and providing feedbackWork within budget and financial objectives as defined by directorWorks directly with the manufacturer clients on program requirements, day to day operations and ideas to grow the businessParticipates in Quarterly Business Reviews with the clientCommunicate with directors providing updates on current workload and performanceServe as an escalation point of contact for employees, patients, and providers to resolve issuesServe as a subject matter expert providing coaching and training to employees in the areas of customer service, case resolution, and database managementCoordinate with training center of excellence related to upcoming training needsDevelop employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of workReview activity reports to assess performance to maintain contractual KPI's and SLA'sQualifications:Minimum of Bachelor's degree or equivalent, preferredProven record of leading and developing a team of employees with experience building a bench of talentPrior experience in call center, healthcare, or related field, preferredHealth insurance knowledge with both commercial and government plans highly desiredSpecialty pharmaceutical knowledge, preferredStrong desire for career progression into leadership rolesWillingness to roll up sleeves and work with any levels of the organizationExcellent listener, problem solver, motivator, and coachDemonstrated leadership and communication skillsApproachable with the ability to build rapport with teammates across functions and businessesSound decision maker with financial acumenWhat is expected of you and others at this levelManages department operations and supervises professional employees, frontline supervisors and/or business support staffParticipates in the development of policies and procedures to achieve specific goalsEnsures employees operate within guidelinesDecisions have a short-term and long-term impact on work processes, outcomes, and customersInteracts with subordinates, peer customers and suppliers at various management levels may interact with senior managementInteractions normally involves resolution of issues related to operations and/or projectsGains consensus from various parties involvedREMOTE DETAILS You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, Cellular connections are NOT acceptable. Download speed of 15Mbps (megabyte per second)Upload speed of 5Mbps (megabyte per second)Ping Rate Maximum of 30ms (milliseconds)Hardwired to the routerSurge protector with Network Line Protection for CAH issued equipmentAnticipated salary range: $87,700 - $125,300Bonus eligible: YesBenefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.Medical, dental and vision coveragePaid time off planHealth savings account (HSA)401k savings planAccess to wages before pay day with myFlexPayFlexible spending accounts (FSAs)Short- and long-term disability coverageWork-Life resourcesPaid parental leaveHealthy lifestyle programsApplication window anticipated to close: 6/23/2026 *if interested in opportunity, please submit application as soon as possible. The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate's geographical location, relevant education, experience and skills and an evaluation of internal pay equity.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 EqualOpportunity/AffirmativeAction 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 (https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf)