Manager, Rare Disease Operations

Contact Center Manager

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrows health today, we want to hear from you.

At Biologics by McKesson, our mission is to simplify access to medication and deliver personalized care that helps patients achieve the best-possible outcomesone patient, one partner, one therapy at a time.

Position Description

Contact Center Manager will be responsible for overseeing the daily operations of our contact center, managing a team of customer service representatives, and implementing strategies to enhance customer satisfaction and operational efficiency. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and a proven track record in contact center management.

Key Responsibilities

1. Team Leadership: Lead a team responsible for specialty pharmacy access, reimbursement, and affordability activities. This includes, but not limited to supporting day-to-day activities, managing work queues, delegating assignments, developing team skills, establishing baseline goals, and motivating the team. Develop plans for team members within the team to support in achieving their desired goals. Ensure team goals are aligned with overall organizational strategies.

2. Process Management: Regularly engage in targeted activities designed to proactively evaluate people, process, and technology improvements to enhance Biologics ability to provide superior customer satisfaction. Establish and track call metrics, activity metrics, workforce management modeling, and continuously assess progress to goals. Partner with key business stakeholders such as sales, account management, finance, marketing, and product development to identify and execute on operational and organizational enhancements. Effectively resolve escalated customer service issues.

3. Operational Quality: Instill a culture of going above and beyond to exceed the patient, provider, and client expectations. Regularly evaluate systems, tools, and work instructions to ensure they are up to date and team members have been appropriately trained. Assess and address team performance against internal standard operating policies and procedures. Responsible for staff compliance to federal and state regulatory requirements.

4. Customer Engagement: In conjunction with the account management team, prepare and present solutions to current clients providing program expertise and recommendations based on knowledge of operations and disease state dynamics. Participate in quarterly business reviews, solution discussions, and building ongoing customer relationships utilizing industry expertise to aid in educating clients on best practices as well as uncovering latent needs to support patients and providers.

Minimum Requirement

Degree or equivalent experience. Typically requires 6+ years of professional experience and 0-2 years of supervisory experience.

Education

Bachelors Degree or equivalent.

Critical Skills

• 2 years experience as a people leader as well as 6+ years experience within specialty pharmacy, rare disease, or other relevant pharmaceutical industry services.
• Previous experience effectively coaching and managing a team responsible for operations including proven record of motivating a team to perform above expectations.
• Experience in the specialty healthcare or pharmaceutical segment with understanding of healthcare continuum and relationship between manufacturers, patients, providers, and payers.
• Strong industry specific knowledge, including demonstrated knowledge of reimbursement, specialty pharmaceutical, and pharmacy distribution trends and practices.
• Exceptional written and verbal communication skills, along with collaboration skills and ability to influence others; ability to build credible relationships across multi-business units, management teams, executive teams, business partners, current and prospective clients.
• Excellent grammar and vocabulary skills including the ability to compose complex proposals as well as edit content to ensure it is representative of the end customers needs.
• Proven track record of analyzing operational data, formulating, and executing on action plans related to data insights.
• Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.

Additional Skills

• 5+ years of experience with benefit verification, prior authorizations, and/or customer service.
• Strong prioritization, time management, and project management skills.
• Client account management experience taking customer requirements and transforming into operational workflows.
• Ability to manage complex issues, function independently, demonstrate flexibility, as well as the ability to work effectively with remote internal and external teams.
• Innovative mindset always seeking continuous improvement through use of various techniques (Six Sigma, Lean, )
• Critical thinking, analytical, research, and problem-solving skills.

Job Working Conditions

Environment: Office environment

Physical Requirements

Office environment. 20% travel required.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKessons pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position $72,300 - $120,500

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKessons full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson!