McKesson Clinical Manager, REMS Operations in Scottsdale, Arizona

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 a 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 live, we empower the community patient care delivery system by helping community practices advance the science, technology and quality of care.

We have a vision —that the long-term vibrancy of community care will be achieved through the leadership of physicians committed to clinical excellence and innovation, enabled by close collaboration with our organization and our deep clinical, operational and technological expertise. 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 Summary

Overall contact center management for a variety of product support programs that manage client REMS programs, patient assistance programs, patient resource center, or managed distribution needs. This position is responsible for the overall management of program operations including, but not limited to, staffing, profitability, standard operating procedures, process design, process implementation and process improvements. This position will monitor client SLA agreements to ensure compliance and make staffing and process changes and improvements if SLA is not being met. This position will provide supervisory guidance to direct reports and monitor performance based on job descriptions and expectations of the subordinate positions.

Key Responsibilities

  1. Manage call center staff, clinical and non-clinical. Coach staff on how to handle or escalate clinical questions from callers

  2. Works closely with Client Management Program Managers to assure that the Solution Center is in compliance with Client expectations and contractual obligations

  3. Ensure SLA’s are met, maintained and improved if possible.

  4. Effectively act as Liaison between with all internal and external customers to provide excellence in Customer Service

  5. Maintain and monitor program profitability

  6. Develop standardized policies and procedures related to PAP, PRC or Managed Distribution product lines

  7. Manage Customer Service Supervisors, performance to be measured against job descriptions and Roles and Responsibilities. Apply development program for all direct reports.

Minimum Requirements

5 years customer service experience including 2 years managerial experience, depending on area of assignment may be required to have relevant healthcare/insurance experience

Critical Skills

  • 5 years clinical experience, directly associated with patient care that could include nursing, case management, private practice, hospital, pharmacy, or ER environments.

  • 5 years of healthcare and supervisory/management related experience for larger programs (50-150)

  • Strong problem solving and decision-making skills with the ability to analyze operational data, develop recommended strategies, prepare written reports and presentations for management and client communications.

  • Experience in program implementation, maintenance and restructure

  • Experience in budget, staffing and profitability models

  • Understanding of Patient Assistant Programs, Customer Service Programs, Managed Distribution

Specialized Knowledge/Skills

  • RN and BSN degree or Pharm D, highly desired

  • REMS knowledge and experience, highly desired

  • Ability to effectively handle multiple priorities within a changing environment

Education

4-year degree in business or related field or equivalent experience

Physical Requirements (Lifting, standing, etc.) –

General office demand

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: Customer Care

Organization: McKesson Specialty Health

Title: Clinical Manager, REMS Operations

Location: Arizona-Scottsdale

Requisition ID: 18004986