McKesson Supervisor SPS in Ontario, Canada

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 17 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.

At McKesson Canada, you’ll 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.

Job Summary

  • Plan and Supervise daily operations of pharmacy caseworkers including priority setting and review, issue escalation and resolution

  • Provide metric based updates to Manager of Operations at regularly scheduled intervals to ensure proper performance monitoring and escalation

  • Staff orientation and ongoing training

Specific Responsibilities

  • Competently performs the duties required of the SPS caseworker team, as assigned; Supervisors may throughout the month be required to place and/or receive program/pharmacy-related calls. Calls may be as a result of, but not limited to, covering workload for the team, dealing with sensitive or escalated cases, or ensuring they are up-to-date with program activities.

  • Develops working relationships that supports the growth and success of each staff member and the department

  • Demonstrates a thorough understanding of all policies, procedures and processes and articulates the same to staff. Ensures compliance and tracks as appropriate

  • Provides regular feedback to the Manager regarding quality, operational, technical and/or process issues which involve a program, team or individual. Recommends corrective actions or follow up. Engages other resources as needed

  • Based on the forecasted demand, oversees the scheduling of these employees and allocation of related resources to ensure effective and efficient delivery of departmental service levels.

  • Builds, uses and continuously evaluates scheduling processes and systems that best meet our customer’s demand for service, patient safety needs, contractual obligations, operational standards, and the equitable distribution of work amongst staff to cover the Pharmacy operating hours of 8am-8pm Monday – Friday.

  • Supports the Manager with the development and execution of policies and practices; responds according to policy direction at all times and seeks assistance with unusual situations and/or staff non-adherence

  • Identifies collective or individual staff non-adherence to scheduling policies, attendance issues or trends, and/or other Workforce Management issues to the Manager on a regular basis

  • Collaborates with the Manager, Pharmacy Operations, to analyze Workforce Management, attendance statistics, and activity metrics on a regular basis

General Responsibilities

  • Keeps current regarding technology and communications infrastructure, software applications, other databases and resources, and call processes used to provide Services to customers

  • Assists in troubleshooting basic technical issues; assists in the maintenance of any technical support documentation for staff; identifies education required by specific individuals and/or teams to foster their independence in terms of addressing technology issues; networks with ServiceDesk Staff about recurring or one-off issues which require their help. Refers unresolved or other unusual issues to the Manager

  • Supports the Manager and Quality Assurance team to identify, investigate, evaluate and follow-up on all risk incidents and quality issue concerns, as related to the case management team

  • Leads, communicates, coordinates and interacts with all McKesson staff in a manner that promotes and maintains a high level of respect, integrity operational efficiency and patient-focused service

  • Ensures patient safety is the first priority and understands the integrity of our service is based on our ability to safely and timely triage our callers.


  • University Degree

  • Supervisory experience

  • Ideally 3 years in the pharmaceutical industry involved in hospital or retail pharmacy setting.

  • knowledge of retail pharmacy practice in the province of Ontario including understanding of biologics and specialty medications.

  • Understanding management roles and ensuring productivity through motivation of staffs

  • This position requires a significant degree of self-starting and independence.

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.

Agency Statement

No agencies please.

Recruiting Disclaimer

The material contained herein is provided for informational purpose only. All open jobs offered by McKesson Canada on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.

The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson Canada attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.

By providing your application to McKesson Canada you hereby consent to McKesson Canada obtaining personal information regarding you that is related to the position applied for. You also consent to McKesson Canada transferring your application details to our recruitment partners for their review and assistance. You also consent to McKesson Canada keeping your application on file. McKesson Canada is an equal opportunity employer. The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.

Job: Medical

Organization: McKesson Canada

Title: Supervisor SPS

Location: Canada-Ontario-Mississauga

Requisition ID: 18008975