Product Support Team Supervisor
Location:
Westminster , Colorado
Posted:
January 05, 2017
Reference:
16009693/2-en-us

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. McKesson Enterprise Information Solutions provides hospitals and health systems with comprehensive electronic health record solutions, expert consulting and world-class infrastructure and hosting services to enable them to succeed under health reform and beyond. Our portfolio includes our highly rated Paragon® hospital information system, plus proven solutions for revenue cycle management, supply chain management, document management, intelligent coding, laboratory, surgery and managed services to help maximize the total value of information technology.


Every single McKesson employee contributes to our mission—by joining McKesson Enterprise Information Solutions 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. 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.


We understand the importance of a system that works together. Your expertise, drive and passion can help us improve everything we touch, from providers to payors to pharmacies.


Join our team of leaders to begin a rewarding career.



Current Need

This unique roll will be responsible for overseeing the daily activities of Support Analysts.  This individual will be responsible for leading the AMS Paragon and MPF/One Content teams, as well as developing programs, processes and tools to ensure the overall customer success.  Additionally, this role will be responsible for ensuring metrics and objectives associated with AMS are being met.  Candidates must have outstanding customer management skills, exceptional partnering/indirect leadership skills and strong problem solving skills.  They must possess the ability to successfully navigate ambiguity in a less structured environment to deliver superior results on the customer’s behalf while supporting the success of the business.

 

This role will work closely with the AMS Support Manager over the Paragon and MPF/One Content teams, as well as Supervisory Team Leads, Managers, Liaisons, and Account Managers across multiple business units to proactively ensure issues and concerns are proactively addressed on behalf of customers.   The Supervisory Team Lead is expected to establish and maintain lines of communication with customers, AMS leadership and peers in addition to other departments including, National Support, Product Management, Development and Services. 

 

Position Description

  •  First level management in oversight of customer escalations
  • Participate in the development of departmental strategies and organizational success model
  • Execute on goals, objectives and priorities for team in alignment with overall departmental plans
  • Participate in the identification of key performance metrics; monitor and report on overall team performance
  • Identify, analyze and present mitigation tactics for risk
  • Participate in interviews and make hiring recommendations
  • Report customer status to Executive Leadership
  • Train new hires on internal tools, team policies, procedures and documented processes. Validate new hire’s ability to execute against expectations.  Report on new hire progress to Manager
  • Coach individual employees on performance against objectives and role expectations
  • Provide input on capacity/resource needs, submit headcount proposals, participate in  hiring activity for the team
  • Optimize workload assignments to ensure individual, team and customer objectives are met
  • Assist in oversight of daily operations for the team including team coaching and mentoring
  • Develop professional development plans with employees in alignment with career objectives
  • Evaluate employee performance and recommend performance ratings
  • Establish strong relationships with cross-departmental peers to foster shared goals and business objectives
  • Participate in the development of team and department processes, improvement programs and best practices. Establish buy in with peer groups and implement programs cross-department
 
 

 

 

 

 



 



 

 



Qualifications

Minimum Requirements

 

3+ years specific systems experience and demonstrated leadership skills

Critical Skills

  • 3+ years experience leading Paragon and MPF/One Content technical or application support teams

  • Demonstrated leadership within highly technical, complex, rapid resolution or mission-critical support environments

  • Proven ability to lead and influence

  • Strong interpersonal/relationship building skills

  • Ability to interact comfortably at varying levels of the organization

  • Ability to participate and deliver results in a collaborative environment

  • Strong verbal, written and presentation skills

  • Ability to lead collaborative team meetings

  • Ability to prioritize and demonstrate time management skills

  • Experience in goal setting and professional development of team members

  • Self Starter, Self-directed with a proven ability to successfully launch new programs from the ground up

Additional Knowledge & Skills
  • Healthcare industry experience a significant plus

  • Prior leadership experience with Paragon and MPF/One Content

  • Extensive knowledge of McKesson’s, Paragon and Patient Folder product suite is preferred

  • Exceptionally Strong verbal and written communication skills

  • Extensive experience handling Customer Service/Management and problem resolution.

  • Strong negotiation and presentation skills

  • Ability to prioritize and demonstrate time management skills

  • Experience in goal setting and professional development of team members

  • Fiscal budget management experience a plus

  • Strong interpersonal skills

  • Ability to work in a collaborative team environment

  • Self Starter, Self-directed with a proven ability to successfully launch new programs from the ground up.  

Education
4-year degree in computer science or related field or equivalent experience

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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