Director, Customer Engagement and Program Implementation

  • Company: McKesson Corporation
  • Posted: December 07, 2016
  • Reference ID: 16007875-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.

Current Need


The Director of Customer Engagement and Program Implementation provides operational direction and leadership to multidisciplinary functional roles / teams, responsible for implementation tasks and planning of new programs and services for McKesson Specialty Health’s Patient Assistance Program (non-commercial) specialty pharmacy. This position ensures cross functional team members deliver solutions / programs that meet all internal McKesson requirements, while exceeding customer expectations for operational excellence and stakeholder satisfaction. This critical role requires a seasoned professional with leadership experience across Bio/Pharma and specialty pharmacy industry.

Position Description


  • Lead the program design and launch of new biopharmaceutical customer solutions through planning, scheduling, execution, and monitoring of the first 180 days. Evaluate impact and magnitude of service opportunities and recommend improvements accordingly.
  • Assess impact, develop planning, and execute readiness for process changes to ensure the operation is equipped to meet agreed upon quality and service levels.
  • Provide support to business development team in sales process, including responses to RFP’s, customer calls and presentations.

  • Support program development, value proposition, oversight, performance management and day-to-day management for new and existing HUB relationships.

  • Maintains program SOPs, exceptions processes, workflows, scripting, training and reports.
  • Negotiates and executes contracts / SOWs and budgets for desired services.
  • Develops project timelines for new and enhanced services and manages through to completion.
  • Identifies and communicates strategic insights and trends in health plan coverage, healthcare reform, patient access and provider needs.
  • Develops strategic recommendations and implementation plans for specialty pharmaceutical product distribution, investigational product and patient assistance support services.  Achieves brand specific patient access objectives and KPI’s at launch and throughout the product lifecycle to ensure that operations are in place to provide optimal product access support at launch.
  • Develops performance dashboards and interprets hub data for purposes of assessing market access trends, hub program utilization, and performance against defined KPIs.
  • Demonstrates fiscal discipline and accountability to effectively and efficiently manage customer and vendor performance through appropriate metrics.
  • As part of a broader management team, partner with VP to drive strategies and objectives to effectively consult and make recommendations to senior management, prepare and present project updates, and exercise independent judgment in developing methods, techniques and evaluation criterion for obtaining results.
  • Travel to HUBs to ensure successful implementations and representation of our Specialty Pharmacy.
  • Report program performance against expectation and influence changes to programs to improve competitive position and optimize performance.
  • Ensure staff has appropriate knowledge and understanding of the business to function at a high level of competency.
  • Motivate team to deliver outstanding support and quality deliverables to our customers and their program stakeholders.



Minimum Requirements
12+ years operational experience including 10+ years managerial experience

Critical Skills

8-10 years of experience with and understanding of Specialty Pharmacy, PBMs, and Health Plans

Healthcare service and/or pharma/biotech service experience strongly preferred

Strong presentation skills, including written/verbal communication and effective time management are must

Additional Knowledge & Skills
Excellent analytical (qualitative and quantitative), strategic thinking, creativity and problem solving skills.

Excellent communicator with ability to influence others.

Self-directed, hands-on approach, comfortable with broad and varied job responsibilities.

Strong business and financial acumen, and in depth critical thinking leading to sound business decisions. 

Track record of successfully managing and leading vendor relationships from both a strategic and operational perspective and achieving results.

In depth knowledge of pharmaceutical manufacturer compliance requirements, patient confidentiality (HIPAA regulations), product reimbursement and product access.

Strong influencing skills and comfortable in a consensus building environment.

Experience in Specialty pharmacy, PBMs pharmacy or healthcare operations and workflow processes

A demonstrated track record of improving operational efficiencies.

Ability to collaborate in a multi disciplinary environment

Specific knowledge of health care provider operations and how diagnostic services should be addressed

Knowledge of biotech/specialty pharmaceutical/pharmaceutical market and emerging trends

4-year degree or equivalent experience

Physical Requirements
General Office Demands

Occasional onsite customer meeting and visit facilitation

25% Travel Requirement


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.


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