Associate Program 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 tomorrow’s health today, we want to hear from you.

Job Summary:

The Associate Program Manager will ensure a professional and service oriented work environment by monitoring performance, motivating and developing their case management and administrative team members to deliver excellent customer service and achieve required performance objectives. In addition to supporting the operations team, the Associate Program Manager will also support the Program Manager in the strategic and technical development of the PSP as well as with client relations. The Associate Program Manager must be well versed in Patient Services offerings, organizational procedures, Contact Centre technology and reporting.

Specific Responsibilities

Specific Responsibilities generally include but are not limited to the following:

• Competently performs the duties required of the case management team, as assigned; Associate Program Managers will throughout the month be required to place and/or receive program-related calls, which will equate to no less than 10% of their hours worked each month. Calls may be as a result of, but not limited to, covering workload for the team, dealing with sensitive or escalated cases, or ensuring they are up-to-date with program activities.

• Develops working relationships that supports the growth and success of each staff member and the department;

• Demonstrates a thorough understanding of all policies, procedures and processes and articulates the same to staff. Ensures compliance and tracks as appropriate.

• Participates and councils the program manager, management team and pharma manufacturers in the program development and optimization.

• Rapidly and proactively identifies program issues; promptly recommends solutions based on customer feedback, own judgment and research; and solves problems that impact the management and direction of the program.

• Provides regular feedback to the Manager regarding quality, operational, technical and/or process issues which involve a program, team or individual. Recommends corrective actions or follow up. Engages other resources as needed.

• Based on the forecasted demand, oversees the scheduling of these employees and allocation of related resources to ensure effective and efficient delivery of case management services.

• Supports the Manager with the development and execution of policies and practices; responds according to policy direction at all times and seeks assistance with unusual situations and/or staff non-adherence.

• Identifies collective or individual staff non-adherence to scheduling policies, attendance issues or trends, and/or other Workforce Management issues to the Manager on a regular basis.

• Supports other Associate Program Managers and Managers in resolving scheduling-related issues, including contacting staff to fill shifts, assessing program resource allocations for cross-training or redistribution of responsibilities, as needed.

• Refers requests for scheduling changes and time off that fall outside established policies to the Manager for guidance.

Management of Patient Services Team:

• Supervises, coaches and evaluates the performance of case management team; including establishing goals & objectives and completing performance appraisals in accordance with McKesson’s policies.

• Reviews goals & objectives of team and individuals regularly; writes and delivers performance summaries in a concise, consistent, accurate and timely manner and completes mid-year and annual performance appraisal process in compliance with McKesson’s policies.

• Acts as a Preceptor to new hires throughout the orientation period; supports Customer Management program-related training activities with supplemental mock calls, shadowing of calls, and providing additional support/training to ensure the staff member is successful.

• Participates in continuing education sessions as required; motivates team to achieve departmental and business goals including, but not limited to, service level metrics, program and departmental financial targets, and customer satisfaction objectives.

• Monitors calls for quality and technical accuracy, providing timely feedback on soft skills as well as technical content.

• Ensures staff are aware of all McKesson and Patient Services policies and procedures and interprets these for staff, as required.

Program Management

• Identifies changes to existing policies or the need for new policies, related to case management functions, and forwards these to the Manager for consideration.

• Builds, uses and continuously evaluates scheduling processes and systems that best meet our customer’s demand for service, patient safety needs, contractual obligations, operational standards, and the equitable distribution of shifts amongst staff.

• Networks on a regular basis with the internal stakeholders regarding the needs of individual case managers or the case management team.

• Develops program SOPs, manuals and guidelines for internal and external program stakeholders.

• Supports in the management and development of the Program CRM to ensure operations staff are capable to efficiently perform day to day duties through the Change Request process, collaborating with PMO.

• Ensures program SOPs are completed, documented and stored according to McKesson privacy and data storage policies.

• Supports in the development, design and presentation of Quarterly Business Reviews to manufacturing client.

• Participates in contract development, review, and execution as well as term-negotiations with manufacturing clients and/or service provider vendors.

• Performs reconciliation duties which include but may not be limited to: billing, fee for service, adverse event, etc.

Other Responsibilities

• Keeps current regarding technology and communications infrastructure, software applications, other databases and resources, and call processes used to provide Services by employees who work in McKesson Specialty’s Contact Centre and/or at home.

• Supports the Manager and Quality Assurance team to identify, investigate, evaluate and follow-up on all risk incidents and quality issue concerns, as related to the case management team.

• Leads, communicates, coordinates and interacts with all McKesson staff in a manner that promotes and maintains a high level of respect, integrity operational efficiency and patient-focused service.

Competencies

Experience and qualifications

• University Degree in a healthcare or life sciences related field is preferred.

• Minimum of 3 years PSP experience or management experience; preference will be given to candidates with prior reimbursement experience and/or Team Leader experience in a Contact Centre and/or pharmaceutical industry experience.

• Experienced in scheduling staff and/or knowledgeable about Workforce Management/Scheduling concepts.

• Demonstrates technical competence and a strong ability to understand and troubleshoot basic technical issues; familiarity with Contact Centre Technologies.

• Bilingualism (English/French) will be considered an asset.

• Ability to communicate effectively (both oral and written) with internal and external customers and stakeholders.

• Excellent interpersonal skills; ability to build and maintain good relationships with colleagues at all levels of the organization.

• Consistently acts in a professional manner and serves as a role model for staff.

• Creative problem-solving skills to find solutions.

• Ability to reflect critically and receive feedback on leadership behavior and modify when required.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards.

Our Base Pay Range for this position: $65,000 - $108,300

McKesson is an Equal Opportunity Employer

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