Supervisor, Customer Service Ops at Cardinal Health in Bonifacio Global City-Taguig, Philippines

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 medical professionals and patients receive essential products and services seamlessly. In the Philippines, Cardinal Health operates a state-of-the-art facility in Bonifacio Global City-Taguig, focusing on customer service operations that support medical billing, reimbursement, and order fulfillment. Our commitment to innovation, compliance, and customer satisfaction positions us as a trusted partner in the healthcare sector.

Cardinal Health fosters an inclusive culture that celebrates diversity of thought, experience, and background. We are proud to be an Equal Opportunity/Affirmative Action employer, providing opportunities without regard to race, religion, disability, or other protected statuses. Candidates who are back-to-work, people with disabilities, those without college degrees, and Veterans are actively encouraged to apply.

Role Overview

As a Supervisor, Customer Service Ops at Cardinal Health in Bonifacio Global City-Taguig, you will lead a team of Customer Service Representatives (CSRs) handling medical equipment orders, benefit investigations, and patient support. This full-time role demands strong leadership to maintain high service levels, ensure regulatory compliance, and deliver exceptional customer experiences. You will manage daily operations, coach your team, and collaborate with clients, doctors' offices, and internal departments to resolve complex issues efficiently.

This position is ideal for experienced professionals passionate about healthcare customer service, offering a dynamic environment where your decisions directly impact team performance and customer satisfaction in the Philippines' growing healthcare sector.

Key Responsibilities

Your day-to-day duties will focus on operational excellence and team development:

• Manage workflow for your assigned team, monitoring inbound calls, queues, and key performance indicators (KPIs) such as abandonment rate, calls completed, and customer satisfaction scores.
• Coach team members on handling client questions, especially complex cases like benefit investigations and overcoming patient financial barriers. Conduct call monitoring, provide feedback, and perform performance evaluations.
• Oversee staffing needs, coordinate work schedules, and approve vacation and sick days to ensure smooth operations.
• Maintain regular communication with clients to report team performance, discuss customer needs, and address concerns proactively.
• Support clients, medical offices, and patients by establishing new accounts, processing orders, and completing benefit investigations as needed.
• Escalate issues to commercial teams or the Customer Service Manager and participate in policy implementation.
• Lead weekly team meetings covering performance reviews, developments, trainings, events, and staffing updates.

Qualifications & Requirements

To succeed in this role, candidates should demonstrate:

• 4-8 years of relevant experience in customer service operations, 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 at various management levels.
• Strong interpersonal skills for interacting with subordinates, customers, and peers.
• Familiarity with healthcare regulations, order processing, and performance metrics.

At this leadership level, you will coordinate daily activities, ensure guideline adherence, and make decisions impacting work unit operations and customers directly.

Benefits & Perks

Joining Cardinal Health means accessing a comprehensive benefits package tailored to support your professional and personal life:

• Inclusive and diverse workplace where employees can be their authentic selves daily.
• Opportunities for career advancement through coaching, evaluations, and leadership development.
• Support for diverse candidates including Veterans, people with disabilities, and return-to-work professionals.
• Collaborative environment with regular client interactions and team meetings fostering growth.
• Competitive compensation estimated at PHP 650,000 - 950,000 annually, based on healthcare sector rates in the Philippines.

Career Growth

Cardinal Health invests in your future with structured coaching, performance monitoring, and exposure to healthcare operations. As a Supervisor, you will work closely with the Customer Service Manager, gaining insights into policy development and client relations. High performers advance to senior management roles, leveraging our global network for international opportunities. Regular trainings and events ensure you stay ahead in medical reimbursement and customer service trends.

Why Join Us

Choose Cardinal Health for a role that combines impactful healthcare work with leadership autonomy in Bonifacio Global City-Taguig. Enjoy a premium work culture emphasizing quality, compliance, and customer-centric solutions. Our Philippines team contributes to global healthcare efficiency, offering stability and purpose in a vibrant location. Be part of a company that values differences to innovate better solutions for customers worldwide.

Role FAQs

What is the work environment like?

A fast-paced, supportive setting focused on team success and customer satisfaction in a modern facility.

Is prior healthcare experience required?

Preferred but not mandatory; equivalent customer service leadership experience qualifies.

What are the shift hours?

Full-time with flexible scheduling based on operational needs and team coverage.

How does Cardinal Health support diversity?

We actively recruit underrepresented groups and maintain strict equal opportunity policies.

Ready to elevate your career? Apply now for this Supervisor, Customer Service Ops role at Cardinal Health.