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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 Patient Support Program (PSP) as well as with client relations. The Associate Program Manager must be well-versed in patient service offerings, organizational procedures, contact centre technology and reporting.

Specific Responsibilities

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

• 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.
• Participate and council the program manager, management team and pharma manufacturers in the program development and optimization.
• Rapidly and proactively identify program issues; promptly recommend solutions based on customer feedback, own judgment and research; and solve 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.
• 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. 
• 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 in each employee group to cover contact centre operational hours of 8 am-8 pm EST Monday through Friday, and as required weekend or holiday coverage.
• 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. General competencies include but are not limited to technical matters pertaining to drug reimbursement, case coordination, financial assistance, compliance services and adverse event reporting.
• 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; motivations 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; monitor’s 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.
• Ensures staff are aware of all McKesson and Patient Services policies and procedures and interprets these for staff, as required; investigates and applies policies and/or leverages McKesson resources to address departmental questions, ensuring a company of one mentality.

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; reviews program documentation including working instructions, business requirements, change requests, and case files to ensure completeness and accuracy; helps to disseminate and communicate policy changes, program developments and company news to the staff; supports business decisions; and, facilitates required adjustments by any of the case management team.
• 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; such needs might be orientation curriculum changes, continuing staff development needs, assistance with advanced coaching.
• Develop program SOPs, manuals and guidelines for internal and external program stakeholders.
• Develop, maintain, and optimize where applicable the Program Reporting and Reports – SSRS & TheraInsights.
• Support 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.
• Ensure 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.
• Supports the Program Manager in accurate forecasting effort required to optimally support the PSP.
• 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.
• Assists in troubleshooting basic technical issues; assists in the maintenance of any technical support documentation for staff; identifies education required by specific individuals and/or teams to foster their independence in terms of addressing technology issues; networks with ServiceDesk Staff about recurring or one-off issues which require their help.  Refers unresolved or other unusual issues to the Manager.
• 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.
• Ensures patient safety is the first priority and understands the integrity of our service is based on our ability to safely and timely triage our callers.  

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; experience in a fast-paced work environment with fluctuating demand for services is essential.
• Ability to travel (approximately 5-10% of the time)
• Bilingualism (English/French) will be considered an asset.
• Experienced in scheduling staff and/or knowledgeable about workforce management/scheduling concepts.
• Demonstrates technical competence and a strong ability to understand and trouble shoot basic technical issues; familiarity with contact centre technologies such as using, designing and reporting on IVR’s and using call monitoring software; intermediate to advance knowledge of MS Suite of applications.
• Ability to communicate effectively (both oral and written) with internal and external customers and stakeholders; makes good decisions based on a combination of analysis, wisdom, experience and judgment.
• Excellent interpersonal skills; ability to build and maintain good relationships with colleagues at all levels of the organization and promote harmony amongst team members, other McKesson employees/divisions and external stakeholders.
• Consistently acts in a professional manner and serves as a role model for staff.
• Creative problem-solving skills to finding solutions.
• Ability to reflect critically and receive feedback on leadership behaviour and modify when 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 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

$65,000 - $108,300

McKesson is an Equal Opportunity Employer

 

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

 

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