Operations Manager - REMS
Location:
Scottsdale , Arizona
Posted:
January 10, 2017
Reference:
16009426-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
Overall contact center management for a variety of product support programs that manage client Risk Evaluation Mitigation Strategies (REMS) programs, patient assistance programs, patient resource center, or managed distribution needs.  This position is responsible for the overall management of program operations including, but not limited to, staffing, profitability, standard operating procedures, process design, process implementation and process improvements.  This position will monitor client SLA agreements 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. 
 
Key Responsibilities
  1. Manage call center staff relative to healthcare regulation and compliance.
  2. Works closely with Client Management Program Managers to assure that the Solution Center is in compliance with Client expectations and contractual and regulatory obligations.
  3. Ensure SLA’s are met, maintained and exceeded if possible.
  4. Effectively act as Liaison between with all internal and external customers to provide excellence in Customer Service
  5. Maintain and monitor program profitability
  6. Develop standardized policies and procedures relative to product lines.
  7. Manage Customer Service Supervisors.  Responsible for development and performance management of direct reports.  
**The Call Center is open 6 days a week (Monday – Saturday 9am-12am Eastern).   The manager does not have to work the extended hours, but may have after hour calls they’ll have to manage when there are issues the Supervisors can’t handle.

Qualifications

Minimum Requirements
5+ years customer service experience including 2+ years managerial experience, depending on area of assignment may be required to have relevant healthcare/insurance experience

Critical Experience –
  • 3 - 5 years of experience managing in a high volume contact center that’s open six (6) days a week.
  • Experience in management, coaching and development of teams greater than 50.
  • Must be able to analyze operational data, recommend strategies, prepare written reports and presentations for management and client communications
  • Experience in program implementation, maintenance and restructure
  • Experience meeting or exceeding multiple SLAs for the program.
  • Strong problem solving and decision making skills with the ability to effectively handle multiple priorities within a changing environment
  • Ability to apply Contact Center and Customer Service best practices
 
Specialized Knowledge/Skills –
  • Experience in budget, staffing and profitability models
  • Familiarity with healthcare regulation and compliance, highly desired
  • Risk Evaluation Mitigation Strategies (REMS) knowledge and experience, highly desired

Education
4-year degree in business or related field or equivalent experience

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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