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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.

Mission

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 a time.

Purpose

The Role Specific Trainer – Customer Support is responsible for preparing newly hired customer support team members to successfully perform operational responsibilities within Biologics. Following completion of core onboarding and foundational training, this position facilitates structured learning experiences focused on customer support workflows, utilization of patient management systems, documentation requirements, call handling processes, delivery scheduling, escalation procedures, compliance requirements, and customer service best practices.

The trainer serves as a bridge between foundational onboarding and operational readiness by facilitating learning experiences that support new hires in developing the knowledge, skills, and confidence necessary to transition successfully into customer support operations. This role delivers instructor-led training, coaching, competency assessments, and performance support throughout the onboarding journey, including outbound and inbound call handling. The position also maintains operational proficiency through active participation in customer support operations and contributes to continuous improvement of training materials, programs, and processes.

Key Responsibilities

Training Delivery & Learner Development

• Facilitate role-specific training for customer support new hires following completion of core new hire onboarding.

• Deliver instructor-led, virtual, one-on-one, and hands-on learning experiences focused on patient management systems, documentation standards, delivery scheduling, call handling expectations, escalation pathways, compliance requirements, and departmental procedures.

• Facilitate demonstrations, guided practice sessions, simulations, side-by-side coaching, and knowledge assessments.

• Monitor learner progress and provide timely coaching, feedback, and developmental support.

• Evaluate learner readiness through competency assessments, observations, quality reviews, and established performance metrics.

• Communicate learner progress and developmental needs to Training leadership and appropriate operational stakeholders.

• Maintain accurate training and learner completion records in accordance with organizational requirements.

Operational Readiness Program

• Prepare and support new hires as they transition successfully to customer support teams for nesting and role-readiness.

• Provide reinforcement, practice opportunities, and coaching to build learner confidence and ensure readiness to perform customer support responsibilities in operations.

• Deliver approved inbound and outbound call training, workflow instruction, and customer interaction learning activities to support learner independence and operational readiness.

Training Content Maintenance & Continuous Improvement

• Maintain, update, and enhance existing training materials, job aids, assessments, workflows, and learner resources to reflect approved process, policy, and system changes.

• Identify potential training gaps, process changes, and opportunities for improved learner outcomes.

• Collaborate with leadership, subject matter experts, and operational partners to ensure training remains accurate and current.

• Assist with updates to training content based on learner feedback, quality findings, audit observations, operational metrics, and approved business changes.

• Support implementation and maintenance of standardized training processes, competency models, and readiness assessments.

Operational Engagement

• Spend approximately 20% of scheduled working time actively performing customer support operational responsibilities.

• Maintain proficiency in current customer support workflows, patient management systems, policies, procedures, and service expectations.

• Serve as a subject matter resource for training-related questions and operational best practices.

• Share operational knowledge and observations with the Training Team to support content accuracy, relevance, and learner preparedness.

Collaboration & Communication

• Partner with customer support leadership, Quality, Operational Excellence, and Training team members to support onboarding effectiveness.

• Participate in meetings, calibration sessions, training initiatives, and continuous learning improvement activities.

• Communicate learner progress, risks, readiness observations, and development opportunities to appropriate stakeholders.

• Support special projects and departmental initiatives, projects, and assignments as assigned.

Minimum Requirement

Typically, minimum 0-2 years of relevant experience. May have degree or equivalent.

Education

• High School Diploma or equivalent required.

• Associate’s or bachelor’s degree in business, healthcare, education, training, communications, or a related field preferred.

Critical Skills

• 2 years of customer support experience within Biologics or a comparable healthcare, specialty pharmacy, call center, or patient support environment.

• Demonstrated proficiency with customer support workflows, patient management systems, documentation standards, delivery scheduling, and escalation procedures.

• Previous training, coaching, mentoring, onboarding, and/or leadership experience preferred.

• Experience facilitating instructor-led and virtual training or developing training materials preferred.

Additional Knowledge & Skills

• Strong working knowledge of customer support operational processes and patient service expectations.

• Ability to effectively facilitate instructor-led, virtual, and one-on-one learning experiences.

• Strong communication, presentation, coaching, mentoring, and interpersonal skills.

• Ability to assess learner performance and provide constructive feedback.

• Ability to follow established training standards, facilitation practices, and organizational procedures.

• Strong organizational, problem-solving, and critical-thinking skills with attention to detail.

• Ability to learn and effectively utilize learning technologies, training platforms, and operational systems.

• Ability to manage multiple priorities in a dynamic environment.

• Proficiency in Microsoft Office applications and training-related technologies.

• Commitment to continuous improvement, professional development, and learner success.

• Ability to build effective working relationships across Training and Operations teams.

Additional Requirement

• Must maintain active proficiency in customer support operational responsibilities through regular participation in operations.

• Must be willing and able to spend approximately 20% of working time performing customer support functions.

• Ability to work independently and while collaborating with leadership, peers, and operational stakeholders and seek guidance as needed.

• May be required to support training initiatives outside of customer support based on business needs.

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 McKesson's 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

$21.58 - $35.96

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McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

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McKesson job postings are posted on our career site: careers.mckesson.com.

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 McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

 

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) [email protected] or (Canada) [email protected]. Resumes or CVs submitted to this email box will not be accepted.

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