Supervisor, Health Services

Description

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

This position is a critical leader within the team who is responsible for overall management of pharmacy refill calls. Call center experience in monitoring client SLA agreements to ensure compliance and make staffing and process changes when needed.

This position will engage and motivate a team with diverse skills, responsibilities and job functions.

This Supervisor is a critical leader in the operation and success of the team. 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.

• Responsible for recruiting, hiring, on-boarding and training new employees.
• Promotes on-going development of team through coaching, mid-year and annual performance evaluations.
• Functions as primary liaison to Hub and SP teams by managing distribution logs, status updates, first dose reports and status of first dose calls.
• Meet / exceed metrics and deadlines established by program SLAs such as handle time, abandonment rate, average speed to answer, and quality scores
• 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.

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

Qualifications / Requirements :

Minimum Requirements :

3+ years experience in service industry with a focus on Call Center experience

Critical Experience :

• Experience in a high volume call center
• Experience in coaching and development of a team
• Ability to analyze operational data and recommend strategies
• Strong problem solving and decision making skills with the ability to effectively handle multiple priorities in a changing environment.
• Ability to apply contact center and customer service best practices.
• Proficiency in Microsoft applications

Education :

Degree preferred or equivalent working experience in healthcare and / or call center

Hours :

Employee can normally expect to work anytime between 8AM - 7PM CST, Monday - Friday, with the possibility of a Saturday.

Physical Requirements :

Professional office environment

As part of Total Rewards, we are proud to offer a competitive compensation package at CoverMyMeds. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets.

In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position

$55,100 - $91,900

CoverMyMeds is an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees.

Qualified applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status.