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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.

Home Health & Hospice Administration Customer Support Specialist, Richmond VA, Hybrid

Position Description

This role is responsible for existing customer management within the Home Health Administration (HHA) and Hospice Administration segments, supporting care providers who rely on McKesson programs to deliver critical patient care. Team members manage complex customer programs, including item formularies, order rules, trunk bin ordering, and insurance setup, ensuring alignment with customer needs and McKesson program offerings.

This position plays a key role in onboarding, compliance, reporting, metrics tracking, and ongoing customer support, requiring strong problem-solving skills, attention to detail, and a compassionate, professional communication style. Team members regularly interact directly with home health and hospice clinicians and care providers, often addressing urgent issues that require timely, thoughtful resolution.

This is an excellent opportunity for someone who thrives in a high-energy, fast-paced environment, enjoys analytical work, and is motivated by supporting customers whose work directly impacts patient care.

Key Responsibilities

Customer & Program Support

• Manage onboarding activities for new Home Health Administration and Hospice customers.

• Support the ongoing administration of HHA program guidelines, including: Item formularies, Order rules, Trunk bin order setup and maintenance, Insurance configuration based on customer requirements

• Serve as a primary support partner for existing customers, responding to requests and troubleshooting issues with a high level of care, urgency, and professionalism.

Trunk Bin & Order Management

• Manage and support Trunk Bin ordering, ensuring care providers have the necessary supplies to deliver home health and hospice services.

• Coordinate orders alongside other customer-driven tasks, balancing multiple priorities simultaneously.

Cross-Functional Coordination

• Partner with internal teams and work streams to ensure customer requirements are met and maintained.

• Actively participate in departmental projects and process improvement initiatives.

Reporting & Analytics

• Build, run, and maintain reporting to support: Customer programs, Position and department metrics, Monthly performance tracking

• Use analytical and critical-thinking skills to review data, identify trends, understand customer process flows, and support root-cause problem solving.

Customer Communication

• Communicate directly with care providers and clinicians, often in urgent or high-pressure situations.

• Interpret complex customer needs and clearly explain solutions with empathy, professionalism, and clarity.

Training & Onboarding

Initial Training (2–3 weeks): In Office

• Onboarding and foundational role responsibilities, hands-on systems training and direct learning with the Senior Manager

• Continued shadowing and collaboration with team members

• New team members transition their work space home after initial 2 to 3 weeks of in office training is complete

Hybrid Work Expectations & Work Hours

• After training is complete, team members are expected to be onsite 3–4 days per month for: team meetings, business or program-related needs

• Work Hours: 8:00am to 5:00pm EST

Minimum Requirements

• 0-2 years of relevant experience

Preferred Critical Skills

• 2 years of customer service

• Ability to understand complex processes and apply that knowledge to manage time‑sensitive, critical customer needs with accuracy and urgency.

• Proven ability to engage directly with clinicians and care providers during time‑sensitive situations, calmly resolving issues and clearly explaining solutions with clear, candid, and professional care.

• Strong intermediate level of experience in excel to include VLookups and Pivot Tables

• Proven successful in understanding and delivering complex processes

Additional Knowledge & Skills

• Prior healthcare experience strongly preferred

• Experience with Salesforce, Salesforce (SFDC), JEE, Google Work

  ​Project management experience preferred

Compensation

• Hourly Compensation: $32.00 – $35.00 per hour

• Annual Incentive: 5%

• Eligible for McKesson benefits and growth opportunities

Physical Requirements

• General office demands

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

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

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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 is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.

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