Provider Solutions Tech

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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Provider Solutions Group (PSG) part of McKessons Oncology & Multispecialty organization supports community-based and health system specialty practices through industry-leading pharmaceutical distribution technology practice management and advisory solutions. By combining deep healthcare expertise with innovative services and national scale PSG helps providers improve operational efficiency expand patient access to therapies and deliver exceptional patient care.

As the Pharmacy and Financial Support Representative you are the first point of contact for clinicians and technology teams delivering support for inventory management dispensing ordering and interface technology. Representatives must act quickly to analyze incidents and determine if a solution is available or escalate to the appropriate point of contact. They may implement work-around solutions while providing progress updates. Representatives must note all details including observations diagnoses and action steps within a ticketing system.

Key Responsibilities

• Provide first-line world-class white-glove customer service experiences in a call center environment.
• Develop a thorough understanding of patient-center care electronic health record and clinical decision workflows.
• Providing first-line application and technical support to Provider Solution & McKesson customers
• Assist internal and external customers by phone email or using a ticket management system
• Create a ticket for each customer-interaction or update existing ticket for customer follow-up
• Quickly and accurately determine incident scope and impact
• Document all incident details including a thorough description steps taken to troubleshoot record type classification and escalation of issues to Tier 2 and Tier 3 support teams
• Leverage knowledge base help menu and other tools to support customers in a consistent manner
• Follow up on incidents with customers and internal teams until the incident is resolved
• Maintain key performance indicators including but not limited to availability timeliness to answer timeliness to resolve quality interaction and customer satisfaction

Additional Responsibilities

• Hardware support for computers printers scanners monitors and other peripherals
• Follow up on incidents and service requests at pre-defined intervals until resolved
• Drive collaboration across internal and external customer service teams including practice IT vendors and other escalation points until the incident is resolved
• Facilitate troubleshooting of application issues and contribute to the creation of easy-to-follow knowledge base articles on findings
• Develop an awareness on how the patient portal integrates with other healthcare technology solutions

Shift Details

• Shift rotation Monday Friday
• On-call rotation Monday Monday 6:00pm 6:00am Central

Minimum Requirement

Typically requires 3 years of related experience.

Education

Highschool Diploma

CPhT-Pharmacy Tech certification not required but a plus

Critical Skills

• 1 years of Call center experience

• 1 years of experience providing customer support by phone email chat and/or using a ticket management system

• 1 years of Networking and hardware systems experience
• Excellent customer service skills including empathy problem-solving patience adaptability and the ability to handle difficult situations professionally.
• Ability to prioritize incidents in a fast-paced environment ensuring adherence to SLAs
• Effectively communicate technical issues to non-technical personnel verbally and in writing
• Ability to exercise sound critical thinking and problem-solving.
• Experience using implementing and/or supporting healthcare inventory management systems
• Typing speed of 60 WPM

Additional Skills

• Healthcare experience is preferred
• Effectively execute responsibilities with minimal guidance
• Remain graceful and tactful under pressure demonstrating patience composure and professionalism.
• Superior attention to detail
• Exhibit a polished and professional demeanor skilled in engaging with diverse situations encompassing business development customer service orientations and training.
• Proficient in both interpersonal and group communication adept at delivering information to clients team members and executive leadership.
• High Energy and self-motivated to produce quality solutions
• Commitment to McKessons I2CARE and LeadRX Shared Principals

Physical Requirements

• Routinely lifts carries and move materials weighing up to 50 pounds
• Up to 10% Travel to customer sites for implementation assistance and training opportunities

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.

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