What You’ll Do
Provide day-to-day leadership, coaching and support to a team delivering patient support and case management services.
Oversee workflow, staffing schedules and resource allocation to maintain appropriate program coverage and service levels.
Support contact centre operations requiring coverage between 8:00 a.m. and 8:00 p.m. ET, Monday to Friday, with occasional weekend or holiday coverage as business needs require.
Handle escalated patient, provider or program inquiries, including sensitive or complex cases requiring supervisory support.
Monitor team performance, quality, productivity, attendance and service-level metrics; identify trends and escalate concerns to the Program Manager as appropriate.
Provide ongoing coaching and feedback and support goal setting, development planning and formal performance-management processes.
Monitor calls and case activity for quality, technical accuracy and adherence to program requirements.
Ensure team members understand and follow program procedures, contractual requirements, operational standards and organizational policies.
Partner with managers and fellow supervisors to resolve workforce and scheduling challenges, including coverage gaps and resource allocation.
Support training, onboarding, cross-training and continuing development activities for team members.
Identify operational, technical, quality or process issues and recommend appropriate follow-up or corrective action.
Support quality and risk-management activities, including investigation and follow-up of incidents or quality concerns.
Communicate program updates, process changes and operational priorities clearly to the team.
Collaborate with internal stakeholders to support continuous improvement, patient safety and a consistent patient experience.
Perform other related duties as required.
Basic Requirements
3+ years of relevant subject matter experience in healthcare, pharmaceutical services, patient support programs, case management, contact centre operations or a related environment, including demonstrated leadership capabilities.
Previous supervisory or people-management experience.
Experience within the pharmaceutical, specialty healthcare or Patient Support Program (PSP) industry.
Experience working in a customer, patient, case management or contact centre environment.
Knowledge of drug reimbursement, insurance coverage, financial assistance, patient case coordination or medication access.
Experience with staff scheduling, workforce planning or resource allocation.
Experience using Microsoft Office applications, including Outlook, Word and Excel.
Preferred Skills/Experience
Bachelor's degree or post-secondary education in healthcare, life sciences, business or a related discipline.
Bilingual English/French capabilities are considered an asset.
Experience with Workforce Management (WFM) concepts, scheduling tools and contact centre operations.
Experience monitoring calls or case interactions for quality and providing coaching based on findings.
Familiarity with contact centre technologies, including IVR, call-monitoring and reporting tools.
Experience tracking and interpreting operational metrics, service levels, attendance or quality indicators.
Strong written and verbal communication, organization, problem-solving and stakeholder-management skills.
Work Location, Schedule, Travel & Physical Requirements
This role may be based anywhere in Canada; however, the successful candidate must be able to work hours aligned with the program and client's Eastern Time (ET) operations.
Regular coverage is required Monday through Friday, with program operations spanning 8:00 a.m. to 8:00 p.m. ET. Occasional weekend or holiday coverage may be required based on program needs.
We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.
Our Base Pay Range for this position
$74,200 - $98,900
McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:
McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
McKesson job postings are posted on our career site: careers.mckesson.com.
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.
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