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.
Works in a fast paced, high-volume environment managing complex patient access and reimbursement issues. Deals with escalated customer issues within a specific HUB and Co-Pay program. Primary support to Patient Services Specialist, team Unit Coordinator and Supervisors. Provides guidance and support to Patient Services Specialist with technical questions and issues. Provides direction and program information to new hires on the team to ensure high quality of patient care and accurate responses to patients and HCP offices. Must have an in-depth understanding and knowledge of the program and its business rules. This position operates in a lead capacity when the Unit Coordinator and/or Supervisor is not available to answer questions and provide guidance to frontline staff. Must have the ability to correctly discern problems following established procedures and determine appropriate course of action.
Salary: The target budget for this role is between $26 and $27 per hour.
Key Responsibilities
- Daily first line support of Patient Services Specialist for a wide variety of program, procedural and systems issues.
- Monitors incoming fax queues, workload and assigns and route daily work to frontline staff to ensure productivity levels are achieved with in a specific program/indication.
- Reviews case documentation to ensure quality and accuracy of frontline staff output.
- Provides operational support to the Supervisor and Unit Coordinator and act upon undesired results for productivity and workflow management.
- Available to support other franchises/indications within the same program and provide back-up support to other SMEs on the team
- Interacts with other departments (quality, client management, pharmacy) to support Hub services related activities, goals, and objectives.
- Provides training and technical support for onboarding of new hires on the team and ensure readiness before new hires go live.
- Cover staffing gaps and assist with front line activities during busy times by processing cases to ensure no impact on program level productivity.
- Review escalations and assist in resolving escalated cases and work collectively with front line staff and client management team for resolution.
Minimum Requirement
Typically requires 5+ years of related experience.
Education
HS Diploma or equivalent
Critical Skills
- 4+ years' customer service experience
- Ability to actively monitor workflow and provide technical coaching and feedback to front line employees regarding quality service and output.
- Proven problem solving skills and the ability to successfully adapt to changes that impact volume at program level.
- Demonstrated organizational skills and attention to detail.
- Ability to identify, analyze and resolve issues within a specified time frame.
- Strong written, interpersonal, listening and verbal communication skills. The ability to interface positively with customers, clients and employees.
- Ability to learn quickly and process flow knowledge of Hub related services i.e. Benefits Investigation, Patient Assistance Program, Co-Pay Services etc.
Additional Knowledge & Skills
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Patient Access and Reimbursement experience preferred
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Ability to multi-task and manage multiple priorities within a changing environment
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CPR+ system knowledge preferred
Physical Requirement:
Professional office environment —
Schedule:
This position requires the availability between 8:00am — 8:00pm Eastern Time. A final schedule will not be decided until training has been completed.
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
$19.36 - $32.26
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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What We Do
Welcome to the official LinkedIn page for McKesson Corporation. We're an impact-driven organization dedicated to “Advancing Health Outcomes For All.”
As a global healthcare company, we touch virtually every aspect of health. We work with biopharma companies, care providers, pharmacies, manufacturers, governments, and others to deliver insights, products and services that make quality care more accessible and affordable.
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