Job Details

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

Mission

At Biologics by McKesson, our mission is to simplify access to medication and deliver personalized care that helps patients achieve the best-possible outcomes — one patient, one partner, one therapy at time.

Purpose

The Director of Quality and Training is an important role in our team and will promote a strong teamwork atmosphere, training and continuous improvement in our processes and standard procedures through developing, training and monitoring of performance metrics that deliver consistent and expected service level outcomes. The Director of Quality and Training will uphold the culture of quality by fostering an environment of positive communication and continuous learning, while ensuring that our organization is successfully equipped to adapt to changes that impact our pharmacy business and contact center.  The Director, Quality and Training will oversee the identification of potential quality and learning opportunities through analysis of audits of operational procedures, key performance metrics and transactions to ensure that operational processes are being executed in accordance with defined processes, policies and procedures, regulations, and service level standards. In addition, this position will prepare reports on findings with recommendations for process/system improvement, support accreditation and regulatory obligations. 

The ideal candidate must exhibit strong influencing skills that effectively motivate employees across all specialty pharmacy solutions. The candidate must possess analytical skills to view the bigger picture across the enterprise with solid experience working in call centers, training and development, quality assurance and HUB operations. To be successful the candidate must have excellent communication skills, problem solving skills, and must be self-motivated. The candidate must also be quality driven and perform to metric standards.

Essential Duties and Responsibilities

Perform quality/process monitoring allowing Biologics to maintain a proactive quality program and to exceed customer expectations, as well as maintaining industry and regulatory quality standards, and pursing ongoing quality improvement.  The primary responsibilities of the Director of Quality and Training includes, but are not limited to the following categories:

Quality Management System Oversight

• Manage and Lead the Quality Management Committee ensuring that the Quality Management Program and applicable Quality Improvement initiatives are strategically designed, planned, implemented and monitored in accordance to required Board of Pharmacy (BOP) and Accreditation standards.
• Ensure the commitment to quality and the organizational definition of Quality is consistent and continues to be communicated to every level of the organization.
• Work collaboratively with all teams across the diverse business to maintain a work environment where all associates embrace the common goal of excellence and ensure congruent quality efforts and knowledge transfer.
• Responsible for supporting and leading all accreditation efforts (URAC and ACHC), certifications, and regulatory filing obligations.
• Monitor conformance to regulatory and contractual requirements, working closing and ongoing collaboration with McKesson’s Legal and Compliance teams.
• Support BioPharma/Account Management Team in drug launches and commercialization of new programs to ensure conformance with contract and program objectives.
• Ensure regulatory compliance and state of audit readiness at all times by managing all aspects of the organizations Audit Program. This includes all internal and external audits, payor audits, and serves as the main liaison in all other McKesson audits as Biologics representative.   
• Collaborate with Operational Leadership to help educate staff on quality findings, mitigating future quality shortfalls, and enhancing quality assurance measures. Provide timely and effective communication to the applicable stakeholders regarding all issues identified for improvement and/or variance that can impact departments.
• Identify any needs and training opportunities, to keep up with industry best practice, while working to maintain a culture of outward mindset and collaboration among teams.
• Leads the development and/or review of standard operating procedures and other quality system documentation; conduct training of SOPs and areas of performance improvement.
• Responsible for analyzing trends that focus on improved performance, increased efficiencies, and overall Specialty Pharmacy compliance while managing all non-conformances.
• Provide oversight to the HUB/Pharmacy Elite Quality Programs to ensure a proactive, action-oriented focus to exceed customer expectations, as well as industry and regulatory quality standards.
• Oversee Call Center Quality Programs, including the implementation of a new Call Center Customer Service Excellence Program and working with all operational leaders across the pharmacy to recommend improvements to specific programs.

• Continuous evaluation of people, process and technology improvements to enhance Biologics’ ability to improve customer satisfaction and maintain compliance.
• Formulate recommendations to improve Biologics call quality, with focus on maintaining outrageous customer service, improving customer service scores on patient and provider surveys, while driving improvement in NPS scores.  
• Leads, identifies, and is engaged in all continuous improvement activities, including managing the corrective/preventative (CAPA) system processes. 
• Oversee the complaint handling system, in addition to engaging with McKesson’s Marketing Team on processes associated with the patient and provider surveys and all associated activities.
• Manage a team of dedicated quality professionals to provide coaching and support in the completion of their daily and monthly tasks to ensure the team is meeting program service levels.
• Oversee the Pharmacovigilance Team; knowledge of regulations and guidelines associated with adverse events and product complaints reporting to manufacturers and/or other regulatory bodies.
• Assist all other QMS activities and ad-hoc special projects as requested by Senior Leadership and/or other McKesson business leaders.

Performance Management:

• Provide ongoing performance feedback, coaching and counseling of Direct Reports, in addition to other Supervisors and Operational Leaders to ensure consistent performance. 
• Work with leadership to conduct reviews and IDPs as defined in the Performance Management process.
• Focus on performance development individuals on an ongoing basis.
• Reward and recognize the team and organization as outlined in our recognition program for direct reports, including coaching, recognition, rewards, providing direct feedback and written evaluations to enhance personal and professional development.

Training:

• Accommodate and support the Quality and Training teams; attending and administering additional training for programs as needed.
• Manage and oversee the project plan/training tasks associated for all quality owned training, in addition to collaboration with all teams on pharmacy and call-center related trainings.
• Promote ongoing staff and organization training and development activities.
• Foster the development of a learning organization and continuous learning environment
• Build upon the culture where employees are fully engaged in their role and enthusiastic about the ideals and direction of McKesson resulting in operational excellence
• Design, implement, lead, oversee, and recommend technical, relational and professional development training programs that supplement current offerings
• Leverage training technology solutions to deliver innovative learning approaches to support hybrid ways of working
• Positively affect employee engagement through learning and development strategies that increase job satisfaction and productivity, and have a meaningful reduction of employee turnover therefore positively impacting revenue growth
• Oversee New Hire Orientation Program in partnership with leadership, ensuring new employees a seamless and smooth transition into the McKesson culture and workplace
• Provide guidance and direction for job shadowing, internship, and employee mentoring programs
• Develop metrics for measuring the effectiveness of leadership and training initiatives implemented and prepare reports to senior management on the value of the initiatives.

Reporting Analytics:

• Perform trend analysis and collaborate with all applicable business stakeholder to address and close performance gaps, while driving process improvements.
• Assure that daily, weekly, monthly and annual reporting is accurately completed on time.
• Work with Business Intelligence team(s) and other leaders  to create/update employee scorecards.
• Work with BioPharma/Account Management to pull and analyze data reports based on contractual requirements and reporting.
• Responsible for analyzing trends that focus on improved performance, increased efficiencies, and overall Specialty Pharmacy compliance.

Minimum Requirements:

• Typically requires 12+ years of professional experience and 4+ years of management experience
• Bachelor’s degree or 6+ years of equivalent experience in Business, Management, HealthCare, Pharmacy or related field
• Proven QMS knowledge

Business Experience:  

• 10+ years senior management experience in Contact Centers or other customer facing organization
• 5+ years leading training efforts for a large organization, developing and delivering training content, partnering with leadership to build course work, and evaluating results
• Deep understanding of adult learning theory and ability to implement learning solutions that are interactive and learner-centered
• Strong knowledge of quality management processes including quality monitoring, process improvement, and customer journey mapping
• Proven analytical capabilities; experience deriving relevant insights, trends, and themes from large amounts of data and developing summary presentations for business leaders
• Strong leadership skills, agile to adjust to different levels of the organization to achieve results
• Ability to facilitate strategic discussions with business leaders to identify needs, align on goals, scope requests, and plan strategy for new product training, delivery, and scale.
• Successful track record of building, implementing, and improving operational processes; familiarity with continuous process improvement methodologies, such as Six Sigma or LEAN, a plus.
• Comfortable with ambiguity and constant change, able to methodically work through complex problems, set priorities, and deliver on commitments.

Knowledge and Qualifications:

• Strong quality orientation including the ability to focus on details and adherence to standards
• Excellent organizational, prioritization and time-management skills
• Ability to communicate effectively, both written and oral
• Strong customer service orientation
• Demonstrated project management skills, Lean Six Sigma Certifications  
• Demonstrates problem solving, leadership, and team building skills in order to ensure a productive work environment and achievement of goals
• Ability to be flexible and work consistently in a dynamic and changing environment.
• Highly motivated and committed to excellence with a positive attitude
• Demonstrated employee relations skills, experience leading a team, developing, coaching, providing feedback and written evaluations to enhance professional development and achievement of goals  
• Previous experience with data management software, data analysis and reporting.
• Ability to be flexible and work consistently in a dynamic and changing environment.
• Possess an outward mindset in leadership
• Strong customer service orientation

Systems Qualifications and Requirements

• Knowledge of Master Control QMS, or equivalent
• Knowledge of Verint QM system, or equivalent
• Knowledge of Five9 system, or equivalent
• Knowledge of Verint Work Force Management and Quality Management tools
• Advance proficiency in Microsoft Office Suite and other analytical tools
• Proficient in pharmacy operating systems

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That’s why we have a Total Rewards package that includes comprehensive benefits to supportphysical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, pleaseclick here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. 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

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 Disability_Accommodation@McKesson.com. Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

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