About Cardinal Health

Cardinal Health is a global leader in healthcare services, specializing in pharmaceutical and medical product distribution, logistics, and support solutions. With a presence across multiple continents, the company drives efficiency in the healthcare supply chain, ensuring that patients, providers, and payers receive seamless support. In the Philippines, Cardinal Health operates a state-of-the-art facility in Bonifacio Global City-Taguig, delivering outsourced customer service operations that enhance medical billing, reimbursement, and patient assistance. Our commitment to innovation and excellence positions us as a trusted partner in the healthcare sector.

Role Overview

The Supervisor, Customer Service Ops role at Cardinal Health in Bonifacio Global City-Taguig, Philippines, is pivotal for overseeing high-performing teams dedicated to customer service and reimbursement activities. Serving 1-2 key clients, you will supervise staff handling enrollment, benefit investigations, and problem resolution in pharmacy and medical benefits. This full-time position demands strong leadership to manage staffing, training, and KPIs, ensuring compliance with client contracts and internal policies. By fostering a culture of quality service, you contribute directly to customer retention and operational success in the dynamic healthcare environment.

Key Responsibilities

As a Customer Service Supervisor, your daily impact includes:

• Managing workflow to optimize inbound calls, queues, and metrics like abandonment rates, calls completed, and customer satisfaction scores.
• Coaching team members on complex client queries, benefit investigations, and financial barriers, while monitoring calls and conducting evaluations.
• Coordinating schedules, approving time off, and ensuring adequate staffing levels.
• Maintaining regular client communications to report performance and address concerns.
• Assisting with account setups, order processing, and occasional benefit investigations.
• Escalating issues to commercial teams or management and leading weekly team meetings.

Leadership Expectations

At this level, you coordinate daily operations, administer policies, ensure guideline adherence, and make decisions impacting work units and customers. Interactions involve problem resolution with subordinates, peers, and clients.

Qualifications & Requirements

To excel in this role, candidates should bring:

• 4-8 years of experience in customer service, preferably in healthcare or reimbursement.
• A Bachelor’s degree in a related field or equivalent professional experience.
• Proven supervisory skills, with expertise in KPIs, training, and team motivation.

Cardinal Health encourages applications from back-to-work individuals, people with disabilities, those without college degrees, and Veterans, reflecting our dedication to inclusive hiring.

Benefits & Perks

Joining Cardinal Health means accessing a comprehensive benefits package tailored for professional fulfillment:

• An inclusive culture celebrating diversity of thought, experience, and background.
• Equal Opportunity/Affirmative Action policies ensuring fair consideration regardless of protected status.
• Training programs and performance feedback for skill enhancement.
• Opportunities for upward mobility in customer service management.
• Supportive work environment in a modern Bonifacio Global City-Taguig location.

Career Growth

This supervisory role serves as a launchpad for advancing within Cardinal Health's customer service operations. Gain hands-on experience in healthcare reimbursement, client management, and team leadership, positioning yourself for roles like Customer Service Manager or higher operations positions. Regular meetings with management and exposure to commercial teams build strategic skills, while our emphasis on development ensures long-term career progression in the growing Philippines healthcare sector.

Why Join Us

Cardinal Health stands out by combining global scale with local impact. In Bonifacio Global City-Taguig, you'll work in a vibrant hub, contributing to life-saving healthcare services. Our focus on employee authenticity, diversity, and inclusion creates a premium workplace where your contributions drive real results. With competitive estimated salaries ranging from PHP 756,000 to PHP 1,102,500 annually, plus growth opportunities, this is your chance to lead in healthcare customer service excellence.

Role FAQs

What experience is required for the Supervisor, Customer Service Ops role?

4-8 years preferred, with a Bachelor’s degree or equivalent experience in customer service or healthcare.

Is this a remote position?

No, it's based in Bonifacio Global City-Taguig, Philippines.

What KPIs will I monitor?

Key metrics include call abandonment rates, calls completed, and customer satisfaction.

Does Cardinal Health support diverse candidates?

Yes, we actively encourage applications from underrepresented groups, including Veterans and people with disabilities.

How does this role contribute to Cardinal Health's mission?

By ensuring efficient customer service and reimbursement support, enhancing patient access and client satisfaction.