Job Details

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Specialty Health, our products and services span the full continuum of specialty patient care.  From the initial phases of product life cycle and the distribution of specialty drugs, to fully integrated healthcare technology systems, practice management support, and ultimately to patient care in the communities where they liver, we empower the community patient care delivery system by helping community practices advance the science, technology and quality of care.

Every single McKesson employee contributes to our mission – by joining McKesson Specialty health you act as a catalyst in a chain of events that helps millions of people all over the globe.  You’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare.  Working here is your opportunity to shape an industry that’s vital to us all.

Join our team of leaders to begin a rewarding career.

Position Description

Overall management for a manufacturer program.  Oversite includes; contact center management working with a supervisory team to ensure pharmacy call activity and delivery coordination in a specialty pharmacy.  This position will monitor client SLA agreements and program Key Performance Metrics to ensure compliance and make staffing and process changes when needed.  This position will engage and motivate a large team with diverse skills, responsibilities and job functions.

This Manager is a critical leader in the operation and success of the specialty pharmacy work flow.  The candidate should exhibit strong influencing skills which effectively motivates employees to provide outstanding customer service.  They should possess a strong attention to detail and excellent communication and organizational skills.

Key Responsibilities:

The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all inclusive. 

• Manages and develops non-exempt direct reports (call center and/or Pharmacy Technician associates)
• Responsible for recruiting, hiring, on-boarding and training new employees.
• Promotes on-going development of team through coaching, mid-year and annual performance evaluations.
• Responsible for departmental budget, analyzing volumes, direct costs and adjusting to meet goals.
• Meet/exceed metrics and deadlines established by program SLAs such as handle time, abandonment rate, average speed to answer, and quality scores
• Manages external and internal service compliance; identify risk/compliance opportunities; supports assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions.
• Conducts root cause and trend analysis, and develops process improvement for all key aspects of this position.
• Work with team to implement creative solutions to daily workflow problems and temporary labor shortages
• Develop and maintain a team with a passion for customer service and ongoing quality improvement.
• Maintains program SOPs, exceptions processes, workflows, scripting, training and reports. Maintain compliance to all applicable state and federal regulations. Participates in Program Quarterly Business Reviews

Qualifications / Requirements:

Minimum Requirements:

• 5+ years experience in pharmacy with a focus on Customer Contact Center & Pharmacy Operations experience
• 1+ years of supervisory experience
• Active Pharmacy Technician licensure with the Texas State Board of Pharmacy

Critical Experience

• Experience in a high volume contact center
• Experience in coaching and development of teams
• Ability to analyze operational data and recommend strategies
• Experience in program implementation, maintenance and restructure
• Strong problem solving and decision-making skills with the ability to effectively handle multiple priorities in a changing environment.
• Management of Key Performance Metrics

Education:

4- year degree in related field or equivalent experience

Physical Requirements:

Professional office environment

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation please contact us by sending an email to Disability_Accommodation@McKesson.com.

Join us at McKesson!