Contact center management for a variety of product support programs that manage client reimbursement needs. This position is responsible for the overall management of program operations and operations managers including, but not limited to, staffing, profitability, standard operating procedures, process design, process implementation and process improvements. This position is responsible for strategic direction over multiple programs. This position will monitor client Service Level Agreements (SLA) to ensure compliance and make staffing and process changes and improvements if SLA is not being met. This position will provide supervisory guidance to direct reports and monitor performance based on job descriptions and expectations of the subordinate positions. This position will also act as a liaison between Client Services, Information Systems, Business Analysts, Quality Assurance and Training to achieve synergy of processes, training, efficiency and ultimately, customer satisfaction.
Provides strategic direction for managers and supervisors to enhance customer experience, increase productivity, and positively impact margin
Manage Operations Managers and Supervisors, performance to be measured against job descriptions and goals
Maintain and monitor program revenue and Department Earnings Before Interest and Tax (EBIT)
Works closely with Managers and Supervisors to assure that McKesson is in compliance with all government regulatory anti-fraud and abuse statutes
Develop standardized policies and procedures, ensure contractual obligations and SLA's are met, maintained, and improved where possible, and manage multiple projects along with potential new client sales opportunities
Effectively act as Liaison between with all internal and external customers to provide excellence in Customer Service
5+ years experience in project management, including 2+ years managerial experience.
Experience in the healthcare industry including, but not limited to, Medicare and/or Medicaid program administration, insurance verification and/or claim adjudication, physician's office or outpatient billing, pharmacy and/or pharmaceutical manufacturers
2 years of healthcare and supervisory/management related experience.
Experience in managing larger healthcare programs with 50-100 agents
Understanding of Alternate Funding and Patient Assistant Programs
Experience with Public (Medicare/Medicaid) and/or Commercial insurance
Experience in program implementation, maintenance and restructure
Ability to analyze reimbursement specific data and prepare written reports for upper management and client communications
Experience meeting or exceeding multiple SLAs for the program
Experience in budget, staffing and profitability models
Strong problem solving and decision making skills
Ability to effectively handle multiple priorities within a changing environment
Additional Knowledge & Skills
Ability to apply Contact Center and Customer Service best practices, preferred
Previous organizational development and change management experience preferred
4-year degree or related field or equivalent experience
General Office Demands
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 internal career site.Join us at McKesson!