Supervisor, Customer Service Ops

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

Customer Service Operations Supervisor manages a team of CSRs responsible for processing and fulfilling medical equipment orders. Ensures accurate order entry timely coordination with different departments and compliance with regulatory and quality standards. Provides coaching performance monitoring and issue resolution to maintain high service levels retention and smooth customer experience.

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 doctors offices and patients to establish new accounts completing orders and forwarding orders to appropriate queues. Completes benefit investigations for clients and patients on occasion.
• 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.

Qualifications

What is expected of you and others at this level

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.

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Required Experience :

Manager

Key Skills

Business,Patient Care,Compliance,Facility,Emergency,Accounting,HVAC,Daily Operations,Direct Supervision,Professional Development,Service Management,Service Operations,Service Quality,Payroll,Service Technician

Employment Type : Full-Time

Experience : years

Vacancy : 1