McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.
McKesson Corporation is a Fortune 8 company and is one of the largest providers of healthcare supply chain management solutions, retail pharmacy, medical & pharmaceutical supplies, healthcare technology, community oncology and specialty care in the United States with revenues of $231 billion in 2020. The company was founded in 1833 by John McKesson and Charles Olcott in New York with a focus on importing and wholesaling pharmaceutical products. United by our ICARE shared principles, McKesson's 80,000 employees work together every day to make better care possible around the globe – one product, one partner, one patient at a time.
We take pride in our culture of connection and believe in a workplace where everyone can be their full, authentic self. We welcome and encourage veterans, individuals with disabilities and others with diverse perspectives to join our growing team. Your unique perspective and experience are valuable assets that can translate into a rewarding career path with us. Apply to join our team and help shape the future of healthcare!
Current Need
We are seeking a Pharmacist for Product Manager within our Pharmacy Solutions team. This position is based in Las Colinas/Irving, Texas.
Job Summary
As a Product/Program Manager on the Pharmacy Solutions Retail Operations team within the Pharmacy Healthcare Solutions group, this role will provide operational support for the Health Mart COVID Federal Vaccine Program. This role will have direct responsibility for managing the Program Call Center Operations as well as work cross-functionally with our members of the program team including Program Administration, Case Management, Field Operations, Compliance, and Legal. Other program management and retail operations responsibilities will be added as the business needs arise.
Key Responsibilities
Provides daily call center management. Manages process for call center knowledge documentation at all levels. Ensures appropriate case escalations and pathways are working properly. Ensures case documentation meets standards and are handled in a consistent manner. Works with Smart Sheet Administrator on all system issues or enhancement requests. Monitors for potential noncompliance cases and ensures timely and proper handling. Ensures appropriate call center record keeping, ensures version control procedures are being followed, and training of new and existing call center participants is executed and recorded.
Liaison with Tier 1 Supervisor to ensure proper staffing and SLA achievement by the Customer Experience Operations team at Tier 1. Ensures information is disseminated to the call center team via defined channels, including but not limited to huddles and Microsoft Teams call center channel.
Liaison with Exception Management outbound leadership to ensure alignment and coordination so that processes are executed timely, results documented and communicated to partners appropriately.
Handles active case escalations received at Pharmacist Tier 2b level. Will provide responses directly to customers as appropriate. Ensures case documentation meets standards. Provides on the job coaching to any/all agents as needed.
Performs daily case audits as defined in the current standard operating procedures.
Review’s and analyzes dashboards, and reports ensures all service level agreements and call center goals are being met. Identifies and recommends areas of opportunity; works on finding resolutions while striving to achieve excellence in quality and efficiency while minimizing risk.
Works collaborative with compliance and conducts bi-weekly meetings on call center opportunities. Determines possible solutions and gains consensus of key stakeholders on recommended adjustments.
Identifies issues requiring quality assurance interventions and supports CAPA investigations and resolution. Works as a member of the Call Center Quality Assurance team to review cases, identify trends and opportunities, and determine proper course of action.
May support the program team with content management, training and customer facing tools containing program resources.
Support other general business unit duties requiring pharmacist expertise and/or credentials.
Minimum Requirements
BS Pharmacist or Pharm D degree
4 years of pharmacist experience
Current Texas Pharmacist License or meets eligibility requirements to obtain license upon starting
Critical Skills
Additional Knowledge & Skills
Demonstrated business acumen in program management
With a debate/decide/commit approach, drive initiatives with experimentation/innovation mindset (build/measure/learn)
Excellent cross-functional team and organizational leadership skills with the proven ability to interact with and influence varied and diverse personalities across all levels and functions
Critical Thinking and Creative Problem Solver
Strong written and oral communication skills with the ability to think/adapt quickly
Demonstrated customer-first attitude and commitment to delivering an excellent customer experience
Ability to multitask
Physical Requirements
General Office Demands
Must be authorized to work in the US. Sponsorship is not available for this position.
McKesson is an Equal Opportunity/Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
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 McKessonTalentAcquisition@mckesson.com . Resumes or CVs submitted to this email box will not be accepted.
Current employees must apply through the internal career site.