McKesson Pharmacy Contact Center Operations Manager in Irving, Texas

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.

  1. Manages and develops non-exempt direct reports (call center and/or Pharmacy Technician associates)

  2. Responsible for recruiting, hiring, on-boarding and training new employees.

  3. Promotes on-going development of team through coaching, mid-year and annual performance evaluations.

  4. Responsible for departmental budget, analyzing volumes, direct costs and adjusting to meet goals.

  5. Meet/exceed metrics and deadlines established by program SLAs such as handle time, abandonment rate, average speed to answer, and quality scores

  6. 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.

  7. Conducts root cause and trend analysis, and develops process improvement for all key aspects of this position.

  8. 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.

  1. Maintains program SOPs, exceptions processes, workflows, scripting, training and reports.

  2. Maintain compliance to all applicable state and federal regulations.

  3. Participates in Program Quarterly Business Reviews

Minimum Requirements

3 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 Statement

McKesson 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 Statement

No agencies please.

Job: Distribution Operations

Organization: McKesson Specialty Health

Title: Pharmacy Contact Center Operations Manager

Location: Texas-Irving

Requisition ID: 18005122