Director, Rare Disease Operations

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.

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

The Director Rare Disease Operations will be responsible for overseeing the daily operations of our Rare Disease program managing a team of customer service representatives patient access specialist case managers and implementing strategies to enhance customer satisfaction and operational efficiency. The ideal candidate will possess strong leadership skills a patient-centric mindset and a proven track record in leading reimbursement teams.

Key Responsibilities

• Team Leadership: Lead mentor and motivate a team to achieve performance goals and maintain high levels of customer satisfaction. Conduct regular performance reviews and provide constructive feedback and development plans for team members. Foster a positive work environment that encourages teamwork open communication and continuous improvement.

• Operational Oversight: Manage day-to-day operations of assigned programs ensuring efficient and effective service delivery. Develop and implement operational policies procedures and standards to optimize performance. Monitor call center metrics and KPIs such as call volume response times and customer satisfaction scores.

• 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. Ensure all operations adhere to industry regulations standards and best practices.

• Customer Experience: Ensure that all customer interactions are handled professionally and in accordance with company standards. Analyze customer feedback and trends to identify areas for improvement and implement solutions to enhance customer experience.

• Strategic Planning: Develop and execute strategies to enhance efficiency and effectiveness. Identify and implement new technologies and tools to improve operations. Prepare and manage budgets forecasts and resource allocations.

Minimum Requirement

Degree or equivalent experience. Typically requires 12 years of professional experience and 4 years of management experience.

Education

Bachelors Degree or equivalent experience.

Critical Skills

• 12 years experience within specialty pharmacy or other relevant pharmaceutical industry services.

• Previous experience effectively coaching and managing a team responsible for pharmacy or reimbursement operations including proven record of motivating a team to perform above expectations.

• Strong understanding of pharmacy operations technology and best practices.

• Experience in the specialty healthcare or pharmaceutical segment with understanding of healthcare continuum and relationship between manufacturers patients providers and payers.

• 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.

• 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 Knowledge and Skills

• 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

Working Conditions

Environment: Office environment

Physical Requirements

Office environment.

20% travel is 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 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.

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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.

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