Operations Manager, Patient Services, Specialty Health

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.

Job Summary

The Operations Manager is responsible for managing McKesson Specialty Healths call center and field operations.

This role is key in executing high quality programs and related services in accordance with the specifications of the customer/program and applicable regulations. The position involves workforce planning operations organizing and monitoring the work of a team of professionals across the various divisions including: telehealth and call center personnel field personnel health case managers and clinical case-workers safety and medical information associates and data management professionals.

Specific Responsibilities

• Ensure day to day operational targets are met for the contact centers including service levels management of workload and overseeing two call center supervisors to ensure target call answer rates and efficient high quality case completion for our programs.
• Provide leadership mentoring supervision and oversight for assigned teams ensuring budgets are met.
• Oversee developmental activities and implementation of new programs.
• Overall responsibility for staff hiring training and performance management.
• Oversee the development and ongoing compliance with appropriate SOPs and QC parameters for contact center operations.
• Interface with IT staff to ensure adequate selection and implementation of telephony and database support.
• Regular auditing and review of assigned teams for compliance with contractual obligations KPIs SLAs and McKesson policies.
• Client-facing responsibilities: Provide portfolio oversight and support during QBRs and strategic client meetings.
• Manage contact center budget.
• Provide on going communications to staff.
• Plan resource requirements.
• Provide ongoing financial and operational reports to management.
• Create a motivational atmosphere for health service representatives and their supervisors.
• Ongoing improvement of contact processes and policies.
• Create and report performance metrics for the contact center.
• Provide support to account managers for programs.
• Participate in client inquiries tours capabilities presentations.

General Responsibilities

• Provide daily management presence mentor staff and promote team-work and collaboration.
• Ensure quality standards maintained with respect to project deliverables and client interactions.
• Provide professional internal/external presentations.
• Acts as the companys primary resource in his/her area of expertise providing leadership and direction on all related issues.
• Share technical and competitive information with colleagues and provide expertise to others when required.
• Promotes cooperation within own team as well as between groups and with other departments.
• Track/record and submit time spent on projects and other activities.

Minimum Qualifications

• Bachelors degree in the health or behavioral sciences or equivalent experience.
• 6 years of experience in a contact center environment especially those providing health or case management services or similarly complex service offerings.
• Experience in managing staff including performance management.

Key Competencies

• Experience with development and reporting of performance metrics and good supporting PC skills
• Excellent oral presentation and interpersonal skills
• Ability to influence and motivate staff
• Fluency in French is an asset.

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 pleaseclick here.

Our Base Pay Range for this position

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McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability age genetic information or any other legally protected category. For additional information on McKessons full Equal Employment Opportunity policies visit our Equal Employment Opportunity page.

McKesson welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation please contact us by sending an email to .

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