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.

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

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
• 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
• 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 ours of 8am-8pm Monday – 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

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.