McKesson Customer Service Manager 2 (QA) 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.

Current Need

Position Description

Responsible for the supervision of the QA Analysts supporting the staff interacting with patients, physicians and other healthcare professionals (HCPs) in a fast paced, high volume customer contact center supporting multiple programs. Support the leadership and staff who support client initiatives and program management actions to insure client and program participant satisfaction.

Key Responsibilities

QA Staff

  • Daily supervision of QA Analysts who support call center staff as assigned.

  • Provide coaching and support of the QA Analysts in the completion of their daily and monthly tasks and meeting program service levels.

  • Recommend program reassignments

  • Provide timely and effective communication to the QA Analysts regarding all issues impacting the department.

  • Promote a positive and productive work environment. Focus on creating a positive and productive work environment for the team.

Performance Management

  • Provide ongoing performance feedback, coaching and counseling of QA Analysts to ensure consistent performance.

  • Conducts reviews and IDP’s as defined in the Performance Management process

  • Focus on performance development of each individual on an ongoing basis.

  • Assure that daily, weekly and monthly reporting is accurately completed on time.

  • Support operations leadership in meeting their service levels regarding QA evaluations.

  • Support all programs in the center and assure that the definitions documents for each program are accurate and up-to-date.

Training

  • Accommodate and support QA Analysts as they attend additional training for programs assigned to them.

  • Assist with onboarding of new QA Analysts.

  • Support QA Analysts in training the QA program to new agents hired to a program.

Minimum Requirements

2 years customer service experience and demonstrated leadership skills, depending on area of assignment may be required to have relevant healthcare/insurance experience

Critical Skills

Previous supervisory or leadership experience.

  • Minimum of 1 year experience with a QA call center monitoring program including technology, procedures, and processes.

  • Ability to supervise employees to assure positive customer relations and program performance to meet or exceed requirements.

  • Solid knowledge of customer service policies, practices and systems, and demonstrates leadership skills

  • Ability to actively monitor calls and provide developmental feedback to employees regarding performance.

  • Demonstrated project management skills with attention to detail.

  • Demonstrated employee relations skills affecting motivation, performance management and coaching.

  • Proven problem-solving skills and the ability to successfully adapt to changes that impact the contact center’s volumes.

Additional Knowledge & Skills

Solid knowledge of customer service policies, practices and systems, and demonstrates leadership skills

Education

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

Certifications/Licensure

Physical Requirements

General Office Demands

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: Customer Service Manager 2 (QA)

Location: Arizona-Scottsdale

Requisition ID: 18003900