| McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 17 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all. At McKesson Canada, you'll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that's vital to us all. Reporting to the Operations Manager, the Bilingual Patient Services Supervisor manages all activities associated with inbound and outbound call center operation. The Supervisor's responsibilities include but are not limited to development and implementing of policies, procedures, and performance/service standards, quality and productivity performance management to maintain a standard of meeting or exceeding expectations, maintenance of industry relations, budget controls, and management of front line staff including hiring, training, coaching, etc. Fluency in French and English is required. Specific Responsibilities - Communicate, maintain, and approve expenses within a defined budget
- Establish and implement performance and service standards to ensure their team is meeting or exceeding service and quality standards
- Maintain industry relations
- Maintain, and lead front line staff to maintain patient and client relationships where appropriate
- Support operations business development by identifying and facilitating opportunities for process improvement and growth
- Foster cross-functional interdependent relationships to achieve business results (client relations, business intelligence, compliance, etc.)
- Maintain and enforce adherence to policies, procedures, and program documents
- Set and deliver on operational objectives
- Contribute to future planning and budget allocation
- Regularly monitor and evaluate activities and identify potential areas of non-compliance
- Participate or lead risk assessments for their area of responsibility and escalate potential issues as appropriate
- 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
- 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 in each employee group to cover Contact Centre operational hours
- Supervises, coaches and evaluates the performance of case management team; including establishing goals & objectives and completing performance appraisals in accordance with McKesson's policies
- Reviews goals & objectives of team and individuals regularly; writes and delivers performance summaries in a concise, consistent, accurate and timely manner and completes regular performance reviews 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
- 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 regular performance appraisal process in compliance with McKesson's policies
- Ensures that workflow and staff schedules support the demand for Patient Services
- Ensures adherence to standards, contract obligations, company policies, shared principles and quality management guidelines by the case management team
- Demonstrates commitment to growth and competence of self, and the case management team, related to contact centre practice
- Uses defined process, adheres to standards, company policies and shared principles and quality management guidelines when providing services, and when leading operations and supervising staff
Competencies - Strong performance review **for internal applicants only**
- Must be in current role for a minimum of 12 months
- Previous supervisory or managerial experience required
- Minimum of 3 years customer service experience, with an emphasis on patient support programs
- 3 to 5 years of related health industry experience preferred
- Effective organization, coordination, and communication skills
- Ability to establish and maintain relationships with clients, customers/patients, and staff
- Computer literacy and ability to learn multiple software programs simultaneously
- Strong knowledge of McKesson Canada software and applications **for internal applicants only**
- Strong interpersonal and communication skills
- Ability to work independently under minimal supervision
- Effective problem solving and decision-making ability
- Bilingual (French/English), written and spoken, is Required
- Experience with patient support programs considered an asset
- Excellent organization and time management
- Strong leadership presence
- Adaptable to changing business needs and process improvement
Worker Type Regular McKesson is an Equal Opportunity employer. The material contained herein is provided for informational purpose only. All open jobs offered by McKesson on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance. The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson attempts to update this site on a timely basis, the information is effective only as of the time and date of posting. McKesson is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process. The information on this site is for information purpose only and is not intended to be relied upon with legal consequence. Current employees must apply through internal career site. Join us at McKesson! |
