Manager, Rare Disease Operations

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.

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 time.

Position Summary

Contact Center Manager will be responsible for overseeing the daily operations of our contact center, managing a team of customer service representatives, and implementing strategies to enhance customer satisfaction and operational efficiency. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and a proven track record in contact center management.

Key Responsibilities   

• Team Leadership: Lead a team responsible for specialty pharmacy access, reimbursement, and affordability activities. This includes, but not limited to supporting day-to-day activities, managing work queues, delegating assignments, developing team skills, establishing baseline goals, and motivating the team. Develop plans for team members within the team to support in achieving their desired goals. Ensure team goals are aligned with overall organizational strategies.

• Process Management: Regularly engage in targeted activities designed to proactively evaluate people, process, and technology improvements to enhance Biologics’ ability to provide superior customer satisfaction. Establish and track call metrics, activity metrics, work force management modeling, and continuously assess progress to goals. Partner with key business stakeholders such as sales, account management, finance, marketing, and product development to identify and execute on operational and organizational enhancements. Effectively resolve escalated customer service issues.

• 3Operational Quality: Instill a culture of going above and beyond to exceed the patient, provider, and client expectations. Regularly evaluate systems, tools, and work instructions to ensure they are up to date and team members have been appropriately trained. Assess and address team performance against internal standard operating policies and procedures. Responsible for staff compliance to Federal and State regulatory requirements.

• Customer Engagement: In conjunction with the account management team, prepare and present solutions to current clients providing program expertise and recommendations based on knowledge of operations and disease state dynamics. Participate in quarterly business reviews, solution discussions, and building ongoing customer relationships utilizing industry expertise to aid in educating client on best practices as well as uncovering latent needs to support patients and providers.     

Minimum Requirement

Degree or equivalent experience. Typically requires 6+ years of professional experience and 0-2 years of supervisory experience.

Education

High-school graduate or college degree in related healthcare field.

Critical Skills

• 2 years’ experience as a people leader as well as 6+ years’ experience within specialty pharmacy, rare disease, or other relevant pharmaceutical industry services.

• Previous experience effectively coaching and managing a team responsible for operations including proven record of motivating a team to perform above expectations.

• Experience in the specialty healthcare or pharmaceutical segment with understanding of healthcare continuum and relationship between manufacturers, patients, providers, and payers

• Strong industry specific knowledge, including demonstrated knowledge of reimbursement, specialty pharmaceutical, and pharmacy distribution trends and practices.

• Exceptional written and verbal communication skills, along with collaboration skills and ability to influence others; ability to build credible relationships across multi-business units, management teams, executive teams, business partners, current and prospective clients.

• Excellent grammar and vocabulary skills including the ability to compose complex proposal as well as edit content to ensure it is representative of the end customers needs.  

• Proven track record of analyzing oper