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McKesson Corporation

Pharmacy Contact Center Operations Manager

McKesson Corporation - Irving, TX

Pharmacy Contact Center Operations Manager','18005122','!*!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 scoresManages 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

','!*!Minimum Requirements3 years

experience in pharmacy with a focus on Customer Contact center experience

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-degree in

related field or equivalent experience.

 

Physical Requirements:

Professional

office environment

 

Benefits & Company StatementMcKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, 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.McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.Agency StatementNo agencies please.','United States-Texas-Irving','','','','','','Distribution Operations','McKesson Specialty Health','Regular','Standard','','Full-time','Day Job','','Jun 26, 2018','Pharmacy Contact Center Operations Manager

24 days 19 hours ago

McKesson Corporation

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Pharmacy Contact Center Operations Manager McKesson Corporation - Irving, TX, United States

   

Location: Irving, TX

Company Profile:
McKesson is in business for better health. As a company working with health care stakeholders in every setting, we are charting the course toward a stronger, more sustainable future for the entire industry.