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.

Job Summary:

The Supervisor, Patient Services will ensure a professional and service oriented work environment by monitoring performance, motivating and developing their case management team members to deliver excellent customer service and achieve required performance objectives.  The Supervisor is responsible for supporting the Patient Services Team in coordinating workforce and workflow related activities.  The Supervisor must be well versed in Patient Services offerings, organizational procedures, Contact Centre technology and reporting.

Specific Responsibilities

Specific Responsibilities generally include but are not limited to the following:

• Competently performs the duties required of the case management team, as assigned; Supervisors will throughout the month be required to place and/or receive program-related calls, which will equate to no less than 10% of their hours worked each month.  Calls may be as a result of, but not limited to, covering workload for the team, dealing with sensitive or escalated cases, or ensuring they are up-to-date with program activities. 
• Develops working relationships that supports the growth and success of each staff member and the department
• Demonstrates a thorough understanding of all policies, procedures and processes and articulates the same to staff.  Ensures compliance and tracks as appropriate
• Provides regular feedback to the Manager regarding quality, operational, technical and/or process issues which involve a program, team or individual. Recommends corrective actions or follow up. Engages other resources as needed 
• Based on the forecasted demand, oversees the scheduling of these employees and allocation of related resources to ensure effective and efficient delivery of case management services
• Builds, uses and continuously evaluates scheduling processes and systems that best meet our customer’s demand for service, patient safety needs, contractual obligations,  operational standards, and the equitable distribution of shifts amongst staff in each employee group to cover Contact Centre operational ours of 8am-8pm Monday – Friday, and as required weekend or holiday coverage 
• Supports the Manager with the development and execution of policies and practices; responds according to policy direction at all times and seeks assistance with unusual situations and/or staff non-adherence  
• Identifies collective or individual staff  non-adherence to scheduling policies, attendance issues or trends, and/or other Workforce Management issues to the Manager on a regular basis  
• Supports other Supervisors and Managers in  resolving scheduling-related issues, including contacting staff to fill shifts, assessing program resource allocations for cross-training or redistribution of responsibilities, as needed. 
• Refers requests for scheduling changes and time off that fall outside established policies to the Manager for guidance
• Collaborates with the Manager, and other Patient Services Managers and Supervisors, to analyze Workforce Management, attendance statistics, and activity metrics on a regular basis

Management of Patient Services Team: 

• Supervises, coaches and evaluates the performance of case management team; including establishing goals & objectives and completing performance appraisals in accordance with McKesson’s policies.  General competencies include but are not limited to technical matters pertaining to drug reimbursement, case coordination, financial assistance, compliance services and adverse event reporting
• Reviews goals & objectives of team and individuals regularly; writes and delivers performance summaries in a concise, consistent, accurate and timely manner and completes mid-year and annual performance appraisal process in compliance with McKesson’s policies 
• Acts as a Preceptor to new hires throughout the orientation period; supports Customer Management program-related training activities with supplemental mock calls, shadowing of calls, and providing additional support/training to ensure the staff member is successful
• Participates in continuing education sessions as required; motivations team to achieve departmental and business goals including, but not limited to, service level metrics, program and departmental financial targets, and customer satisfaction objectives
• Monitors calls for quality and technical accuracy, providing timely feedback on soft skills as well as technical content; monitor’s goals & objectives of team and individuals regularly; writes and delivers performance summaries in a concise, consistent, accurate and timely manner and completes mid-year and annual performance appraisal process in compliance with McKesson’s policies 
• Articulates an understanding of the different programs provided by Patient Services, including contractual obligations, operational metrics and service level standards, and coaches the staff to the same understanding
• Ensures staff are aware of all McKesson and Patient Services policies and procedures and interprets these for staff, as required; investigates and applies policies and/or leverages McKesson resources to address departmental questions, ensuring a company of one mentality
• Identifies changes to existing policies or the need for new policies, related to case management functions, and forwards these to the Manager or Customer Manager for consideration; reviews program documentation including working instructions, business requirements, change requests, and case files to ensure completeness and accuracy; helps to disseminate and communicate policy changes, program developments and company news to the staff; supports business decisions; and, facilitates required adjustments by any of the case management team
• Networks on a regular basis with the internal stakeholders regarding the needs of individual case managers or the case management team; such needs might be orientation curriculum changes, continuing staff development needs, assistance with advanced coaching 

Other Responsibilities 

• Keeps current regarding technology and communications infrastructure, software applications, other databases and resources, and call processes used to provide Services by employees who work in McKesson Specialty’s Contact Centre and/or at home 
• Assists  in troubleshooting basic technical issues; assists in the maintenance of any technical support documentation for  staff; identifies education required by specific individuals and/or teams to foster their independence in terms of addressing technology issues; networks with ServiceDesk Staff about recurring or one-off issues which require their help.  Refers unresolved or other unusual issues to the Manager 
• Supports the Manager and Quality Assurance team to identify, investigate, evaluate and follow-up on all risk incidents and quality issue concerns, as related to the case management team 
• Leads, communicates, coordinates and interacts with all McKesson staff in a manner that promotes and maintains a high level of respect, integrity  operational efficiency and patient-focused service 
• Ensures patient safety is the first priority and understands the integrity of our service is based on our ability to safely and timely triage our callers.  

General Responsibilities

• Ensures that workflow and staff schedules support the demand for Patient Services
• Ensures adherence to standards, contract obligations, company policies, shared principles and quality management guidelines by the case management team
• Demonstrates commitment to growth and competence of self, and the case management team, related to contact centre practice
• Uses defined process, adheres to standards, company policies and shared principles and quality management guidelines when providing services, and when leading operations and supervising staff 

Experience and Qualifications

• University Degree in a healthcare or life sciences related field is preferred
• Minimum of 3 years supervisory or management experience; preference will be given to candidates  with prior reimbursement experience and/or Team Leader experience in a Contact Centre and/or  pharmaceutical industry experience; experience in a fast-paced work environment with fluctuating  demand for services is essential
• Experienced in scheduling staff and/or knowledgeable about Workforce Management/Scheduling  concepts
• Demonstrates technical competence and a strong ability to understand and trouble shoot basic  technical issues; familiarity with Contact Centre Technologies such as using, designing and reporting  on IVR’s and using call monitoring software; Intermediate to advance knowledge of MS Suite of  applications 
• Bilingualism (English/French) will be considered an asset
• Ability to communicate effectively (both oral and written) with internal and external customers and  stakeholders; makes good decisions based on a combination of analysis, wisdom, experience and  judgment
• Excellent interpersonal skills; ability to build and maintain good relationships with colleagues at all  levels of the organization and promote harmony amongst team members, other McKesson  employees/divisions and external stakeholders
• Consistently acts in a professional manner and serves as a role model for staff
• Creative problem solving skills to finding solutions
• Ability to reflect critically and receive feedback on leadership behaviour and modify when required

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

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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