Position Description
The Senior Manager is responsible for providing strategic direction for managers and supervisors to enhance customer experience, increase productivity, and positively impact margin. Maintain and monitor program revenue and Department earnings before interest and taxes (EBIT). Effectively act as Liaison between all internal and external customers to provide excellence in Customer Service as needed.
Key Responsibilities:
- Provide strategic direction for managers and supervisors to enhance customer experience, increase productivity, positively impact margin, maintain, and monitor program revenue and
- Department EBIT Manage Operations Managers and Supervisors performance to be measured against job descriptions, goals and contractual agreements.
- Work closely with Managers and Supervisors to ensure that McKesson is in compliance with all government regulatory anti-fraud and abuse statues by monitoring and maintaining standardized policies and procedures.
- Participates in the development of policies and procedures related to programs and services to maximize quality and value.
- Act as Liaison between Client Services, Information Systems, Business Analysts, Quality Assurance and Training, and potentially outside vendors to achieve synergy of processes, training, efficiency, and customer satisfaction.
- Actively support the senior leadership team by participating in Director/Sr Manager leadership team meetings and strategy
- Oversee contact center operations for 250+ direct and indirect reports.
- Oversee staffing, recruitment, profitability in support of program operations.
Minimum Job Qualifications (Knowledge, Skills, & Abilities):
Education/Training:
10+ years’ experience, including 5+ years managerial experience.
Specialized Knowledge/Skills:
- Experience in the healthcare industry with a focus on specialty pharmaceuticals, payer policy, prior authorization, and/or coverage appeals.
- Experience managing contact center teams.
- Experience analyzing operational data and developing recommended processes.
- Experience in budgeting and staffing
- Experience in program implementation and maintenance
- Ability to apply Contact Center and Customer Service best practices and standard policies.
- Strong problem solving and decision-making skills
- Ability to effectively handle multiple priorities within a changing environment
- Strong oral and written communication skills across all levels of the organization
Education:
- 4-year degree in related field or equivalent experience
Working Conditions:
Ability to travel up to 25% to customer sites, meetings, conferences, etc.
Career Level – Manager – M3
McKesson is an Equal Opportunity/Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to McKessonTalentAcquisition@mckesson.com . Resumes or CVs submitted to this email box will not be accepted.
Current employees must apply through the internal career site.
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