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Call Center Process Supervisor
Empowering patients starts with you. It starts with the chain of events you initiate when you work on the combined team of McKesson Specialty Health and US Oncology- a chain that extends across the country uniting a network of community-based cancer clinics and resulting in millions of people getting more from their healthcare.
Across McKesson Specialty Health and US Oncology, our team affects the full continuum of healthcare - ultimately helping to improve the patient experience at the individual level. Our specialty pharmaceutical programs offer a significant impact for our customers and their businesses. The Distribution Services segment of our company is dedicated to the wholesale distribution of specialty pharmaceuticals - focusing on oncology and other specialty products. Our Specialty Patient Services group provides compliance and adherence programs, as well as reimbursement hotlines, patient assistance and support programs and the managed distribution of pharmaceutical products. Our Specialty Solution Center is the largest single-site call center in healthcare, offering a centralized approach to optimize manufacturer product reimbursement and access. Our US Oncology operations unite one of the nation's largest health-care services network devoted exclusively to cancer treatment and research, and is a pioneer in community-based cancer care. Annually, the united network of more than 9,000 physicians, clinicians, nurses, and administrators delivers integrated cancer care to more than 850,000 cancer patients in community-based clinics located in 41 states.
Position Description
This position is responsible for monitoring operational performance. Responsible for the oversight and maintenance of the process work instructions. Supervision of critical off-phone processes, facilitating change management, and monitoring the second level help queue. This position will initiate and champion process improvement efforts related to the supported client programs. This position will provide supervisory guidance to achieve program SLA's and monitor performance based on process flows, work instructions and expectations of the client.
Key Responsibilities:
Operational Work Instructions
- Maintenance of the process work instructions.
- Identify gaps and/or updates needed on an ongoing basis to maintain the required accurate process flows
Off-Phone Processes
- Supervision of critical off-phone processes, facilitating change management, and monitoring the second level help queue.
- Monitoring of operational performance in terms of client SLA agreements to ensure compliance, and make staffing adjustments, process changes, or process improvements if SLAs are not being met.
Quality
- Ensure assigned number of monthly monitoring of inbound/outbound calls performed by the call center representatives are completed, driving quality of the program and progress of individual staff members.
- Work with the Quality Assurance Department to receive the necessary performance reports and individual feedback forms regarding call monitors performed by QA.
- Review Call Monitoring system data on regular basis and work with the Quality Assurance Department to insure that all call center representatives are receiving an appropriate number of monitors and all feedback questions and concerns are addressed.
Client Management and IT Interface
- Ability to interface positively with all employees, IT, client management and customer management, both internal and external.
- Act as the liaison between these departments and operations to coordinate all updates, changes and/or revisions to process requirements.
Program Knowledge
- Maintain subject matter expertise on the call center applications and process automation for responding to issues, questions or concerns impacting operational efficiencies or failures.
Minimum Requirements
Education/Training:
- 4 year degree in related field or equivalent work experience. Bachelor's degree preferred.
Business Experience:
- Minimum of 2-3 years of project management in a production environment, preferably a call center.
- Healthcare experience, preferred
- 4-5 years of process improvement experience
-Six Sigma knowledge preferred
Specialized Knowledge/Skills:
-Demonstrated knowledge of Call Center operations.
-Proven problem solving skills and the ability to use statistical analysis to successfully adapt to changes that impact the contact center's volumes.
-Demonstrated project management skills with attention to detail.
-Ability to identify, analyze and resolve issues quickly and accurately.
-Strong written, interpersonal, listening and verbal communication skills.
-Demonstrated employee relations skills affecting motivation, performance management and coaching.
-Ability to deal with confidential matters and apply the appropriate sensitivity and discretion.
Physical Requirements
General Office Demands
Benefits & Company Statement
We believe you should be rewarded for the important work you do. For that reason, you'll receive a competitive compensation and benefits package when you join our team.
It starts with you. That's a simple sentence but it says a lot. It reminds each one of us that what we do matters. Every single McKesson employee contributes to our mission - whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. By connecting and improving the business of healthcare, we're helping to ensure that millions of patients get the treatment they need. And by choosing a career with McKesson, you'll join a team of passionate people working together to improve lives and advance healthcare.
At McKesson, we believe we can empower healthcare. And it all starts with you.
As an equal opportunity employer, McKesson Corporation unites the talents and contributions of all to advance the power of healthcare. Learn more about our opportunities at mckesson.com/careers
Agency Statement
No agencies please.
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McKesson
At McKesson, we've been empowering healthcare-and employees-for more than 175 years. As the nation's industry leader, we touch the lives of patients in virtually every aspect of healthcare.
We empower our customers by combining innovation, technology and strong relationships to deliver vital supplies and solutions. Ranked in the top 20 on the FORTUNE 500 with more than $100 billion in annual revenue, we also have the resources to empower our employees. Because at McKesson, we know that empowering healthcare starts with you.