Customer Service Representative
Location:
Scottsdale , Arizona
Posted:
January 12, 2017
Reference:
16010304-en-us

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Specialty Health, our products and services span the full continuum of specialty patient care. From the initial phases of a product life cycle and the distribution of specialty drugs, to fully integrated healthcare technology systems, practice management support, and ultimately to patient care in the communities where they live, we empower the community patient care delivery system by helping community practices advance the science, technology and quality of care.


We have a vision —that the long-term vibrancy of community care will be achieved through the leadership of physicians committed to clinical excellence and innovation, enabled by close collaboration with our organization and our deep clinical, operational and technological expertise.Every single McKesson employee contributes to our mission—by joining McKesson Specialty Health you act as a catalyst in a chain of events that helps millions of people all over the globe. You’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.


Join our team of leaders to begin a rewarding career.


Position Description

Under immediate supervision, functions as primary customer contact by receiving calls, letters and faxes from customers concerning routine account or distribution irregularities for patient assistance programs.  Investigates problems using computer systems, databases and established procedures.  Contacts customers with solutions, obtains further information or triages call to appropriate party.  Works within established departmental guidelines.
 
                       
Caller interactions
  • Daily front line support for customer service contacts.
  • Effectively communicates to callers regarding program rules, requirements and processes.
  • Promotes a positive informative customer experience. 
           
Call Center Operations
  • Adheres to call center performance metrics and policies and procedures to ensure service levels, client expectations and contractual commitments are consistently achieved.
  • Identifies process improvements and take responsibility for communicating the needs to members of management. 
  • Escalates individual telecom and technical issues affecting client/caller interactions with program in a timely manner to a member of Call Center management.
  • Seeks assistance with escalated issues involving participants or program guidelines from Call Center management.
  • Completes project work as requested.  
Quality
  • Maintains monthly monitoring scores at the meets or exceeds level to insure quality of service.
  • Assumes personal accountability for obtaining and accepting individual feedback regarding call monitors performed.           
 
Performance Management
  • Achieves consistent and sustained productivity levels.
  • Works with supervisor to establish individual development plan and discuss career growth aspirations
  • Interacts with all internal and external customers in a positive and professional manner.
           
Training
  • Actively participates in program and personal development training. 
  • Successfully completes all program training. 

Qualifications

Minimum Requirements
  • 1+ years customer service experience

Critical Skills

  • Healthcare experience
  • Ability to type a minimum of 35 wpm
  • Ability to establish and maintain positive customer relations with patients, advocates, healthcare providers and pharmacists
  • Active listening skills and ability to proactively solve problems using established program procedures and business rules
  • Strong oral and written communication skills and ability to effectively communicate program procedural information to patients, advocates, healthcare providers and pharmacists
  • Ability to multi-task
  • Ability to learn quickly and retain new program information and apply knowledge to enhance quality of call interactions

Additional Knowledge & Skills

  • Bilingual in English and Spanish a plus
  • Ability to receive and apply constructive performance related feedback
Education

HS Diploma or Equivalent

Physical Requirements
General Office Demands


Benefits & Company Statement
McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement
No agencies please.


A little about us:
McKesson is in business for better health.

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