The Supervisor, Customer 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 Operations Management Team in coordinating workforce and workflow related activities. The Supervisor must be well versed in CPS service offerings, organizational procedures, Contact Centre technology and reporting.
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 CPS Managers and Supervisors, to analyze Workforce Management, attendance statistics, and activity metrics on a regular basis
Management of Health Services Case Management 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 CPS, 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 CPS 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
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 Service Desk 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.
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
Career Level - Manager - M1
Fixed Term (Fixed Term)
McKesson is an Equal Opportunity employer.
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About McKesson Corporation
We deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career. You can count on us to provide you with resources and opportunities to grow and be your best, while contributing to our pursuit of improving lives. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient. We work to distribute medical supplies, bandages, syringes, vials of flu vaccine, and pharmaceutical drugs to help real patients like Jack, an eight-year-old boy battling cancer. We take that job seriously. Together, the work we do is shaping the future of healthcare. If you are passionate about combining a meaningful career with a balanced life, join us on this journey and apply for a job with McKesson today. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient.