Operations Manager, Patient Support Programs

Job Summary

This position is responsible for managing McKesson Specialty field operations. This role is key in executing high quality programs and related services in accordance with the specifications of the customer / program and applicable regulations.

The position involves workforce planning, operations, organizing and monitoring the work of a team of professionals across the various divisions including : telehealth and call center personnel, field personnel, health case managers and clinical case-workers, safety and medical information associates and data management professionals.

Specific Responsibilities

• Ensure day to day operational targets are met for the contact centers, including service levels, management of workload and overseeing two call center supervisors to ensure target call answer rates and efficient, high quality case completion for our programs
• Provide leadership, mentoring, supervision, and oversight for assigned teams, ensuring budgets are met
• Oversee developmental activities and implementation of new programs
• Develop and maintain work effort models
• Overall responsibility for staff hiring, training and performance management
• Oversee the development and ongoing compliance with appropriate SOPs and QC parameters for contact center operations
• Interface with IT staff to ensure adequate selection and implementation of telephony and database support
• Regular auditing and review of assigned teams for compliance with contractual obligations, KPIs, SLAs, and McKesson policies
• Client-facing responsibilities : Provide portfolio oversight and support during QBRs and strategic client meetings
• Manage contact center budget
• Provide on going communications to staff
• Plan resource requirements
• Provide ongoing financial and operational reports to management
• Create a motivational atmosphere for health service representatives and their supervisors
• Ongoing improvement of contact processes and policies
• Create and report performance metrics for the contact center
• Provide support to account managers for programs
• Participate in client inquiries, tours, capabilities presentations

General Responsibilities

• Provide daily management presence, mentor staff and promote team-work and collaboration.
• Ensure quality standards maintained with respect to project deliverables and client interactions.
• Provide professional internal / external presentations.
• Acts as the company’s primary resource in his / her area of expertise, providing leadership and direction on

all related issues.

• Share technical and competitive information with colleagues and provide expertise to others when required.
• Promotes cooperation within own team as well as between groups and with other departments.
• Track / record and submit time spent on projects and other activities.

Position Requirements

• A minimum of a bachelor’s degree in the health or behavioral sciences, or equivalent experience
• Several years of experience in a contact center environment, especially those providing health or case management services, or similarly complex service offerings
• Experience in managing staff, including performance management
• Experience with development and reporting of performance metrics and good supporting PC skills
• Excellent oral presentation and interpersonal skills
• Ability to influence and motivate staff
• Fluency in French is an asset.

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

Our Base Pay Range for this position

$78,600 - $131,000