About Cardinal Health

Cardinal Health is a global leader in healthcare services and solutions, empowering pharmacies, hospitals, and healthcare systems to improve patient outcomes and reduce costs. With a presence in over 40 countries, we specialize in pharmaceutical distribution, medical product manufacturing, and innovative service offerings like customer service operations for medical billing and reimbursement. In the Philippines, our Bonifacio Global City-Taguig hub supports vital healthcare functions, ensuring seamless operations for clients worldwide. Join a Fortune 500 company committed to diversity, inclusion, and authentic self-expression in the workplace.

Role Overview

The Supervisor, Customer Service Ops role at Cardinal Health in Bonifacio Global City-Taguig, Philippines, is pivotal for managing a team of Customer Service Representatives (CSRs) handling medical equipment orders. This full-time position focuses on accurate order processing, inter-departmental coordination, and adherence to regulatory standards. You'll drive high service levels, employee retention, and exceptional customer experiences in a dynamic healthcare environment. Ideal for experienced leaders passionate about healthcare customer service and team development.

Key Responsibilities

As a Supervisor, you'll oversee daily operations to deliver efficient service. Key duties include:

• Managing workflow, monitoring inbound calls, queues, and KPIs such as abandonment rate, calls completed, and customer satisfaction scores.
• Coaching team members on complex client queries, benefit investigations, and patient financial barriers; conducting call monitoring, feedback sessions, and performance evaluations.
• Handling staffing needs, work schedules, vacation, and sick leave approvals to maintain optimal coverage.
• Maintaining regular client communications to report team performance and address needs or concerns.
• Assisting with new account setups, order fulfillment, benefit investigations, and escalating issues to commercial teams or management.

Weekly team meetings and collaboration with the Customer Service Manager ensure alignment on performance, policies, and training.

Qualifications & Requirements

To succeed in this role, candidates should have:

• 4-8 years of experience in customer service, preferably in healthcare or medical billing.
• Bachelor’s degree in a related field or equivalent professional experience.
• Proven ability to supervise teams, administer policies, and resolve problems impacting operations and customers.
• Strong interpersonal skills for interactions with subordinates, clients, and management peers.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply. Cardinal Health values diverse backgrounds and experiences.

What is Expected at This Level

This mid-level supervisory role involves coordinating daily activities, enforcing guidelines, and making decisions that directly affect work unit operations and customer satisfaction. Interactions focus on information exchange and basic problem resolution across management levels.

Benefits & Perks

Cardinal Health offers a comprehensive benefits package designed to support your well-being and professional growth:

• Competitive salary estimated at PHP 65,000 - 95,000 annually, based on healthcare sector rates in the Philippines.
• Inclusive culture celebrating diversity of thought, experience, and background.
• Equal Opportunity/Affirmative Action employer, protecting against discrimination based on race, religion, disability, gender, veteran status, and more.
• Opportunities for career advancement in a global healthcare leader.
• Supportive environment with training, coaching, and performance development programs.

Career Growth

At Cardinal Health, supervision roles like this are stepping stones to higher management in customer service operations. Gain expertise in healthcare reimbursement, medical billing, and client liaison services. Regular performance reviews, leadership training, and exposure to global teams position you for promotions. Our commitment to employee development ensures long-term career progression in the thriving Philippine healthcare sector.

Why Join Us

Join Cardinal Health in Bonifacio Global City-Taguig for a role that combines leadership impact with meaningful healthcare contributions. Work in a modern, inclusive office supporting life-saving medical equipment distribution. Benefit from a stable employer with a strong Philippine presence, fostering authentic selves and innovative solutions. Be part of a team enhancing customer business through problem resolution and outsourced services 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 track?

Abandonment rate, calls completed, customer satisfaction, and team performance metrics.

Does Cardinal Health support diversity?

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

How does Cardinal Health handle work-life balance?

Through flexible scheduling oversight, vacation approvals, and a supportive management structure.