Job Details

Specific Responsibilities

• Communicate, maintain, and approve expenses within a defined budget • Establish and implement performance and service standards to ensure their team is meeting or exceeding service and quality standards
• Maintain industry relations
• Maintain, and lead front line staff to maintain patient and client relationships where appropriate
• Support operations business development by identifying and facilitating opportunities for process improvement and growth
• Foster cross-functional interdependent relationships to achieve business results (client relations, business intelligence, compliance, etc.)
• Maintain and enforce adherence to policies, procedures, and program documents
• Set and deliver on operational objectives
• Contribute to future planning and budget allocation
• Regularly monitor and evaluate activities and identify potential areas of non-compliance
• Participate or lead risk assessments for their area of responsibility and escalate potential issues as appropriate
• 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
• 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 hours
• Supervises, coaches and evaluates the performance of case management team; including establishing goals & objectives and completing performance appraisals in accordance with McKesson’s policies
• Reviews goals & objectives of team and individuals regularly; writes and delivers performance summaries in a concise, consistent, accurate and timely manner and completes regular performance reviews 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
• 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 regular performance appraisal process in compliance with McKesson’s policies
• 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

Competencies

• Previous supervisory or managerial experience is preferred
• Minimum of 3 years customer service experience, with an emphasis on patient support programs
• 3 to 5 years of related health industry experience preferred
• Effective organization, coordination, and communication skills
• Ability to establish and maintain relationships with clients, customers/patients, and staff
• Computer literacy and ability to learn multiple software programs simultaneously
• Strong knowledge of McKesson Canada software and applications **for internal applicants only**
• Strong interpersonal and communication skills
• Ability to work independently under minimal supervision
• Effective problem solving and decision-making ability
• Bilingual (French/English) preferred
• Experience with patient support programs considered an asset
• Excellent organization and time management
• Strong leadership presence