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    Supervisor of Medical Staff Services - Mississauga, ON, Canada - McKesson

    McKesson
    McKesson Mississauga, ON, Canada

    4 days ago

    Default job background
    $65,000 - $108,300
    Description
    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. 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.

    McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare.

    We carry more than 35,000 products in 12 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.

    The Supervisor, Patient Services will ensure a professional and service oriented work environment by monitoring performance, motivating and developing their case management team members to deliver excellent customer service and achieve required performance objectives.

    The Supervisor is responsible for supporting the Patient Services Team in coordinating workforce and workflow related activities. The Supervisor must be well versed in Patient Services offerings, organizational procedures, Contact Centre technology and reporting.
    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.

    Provides regular feedback to the Manager regarding quality, operational, technical and/or process issues which involve a program, team or individual.

    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
    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 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

    Supports other Supervisors 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
    Collaborates with the Manager, and other Patient Services Managers and Supervisors, to analyze Workforce Management, attendance statistics, and activity metrics on a regular basis

    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
    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
    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
    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; 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
    Networks on a regular basis with the internal stakeholders regarding the needs of individual case managers or the case management team; 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; networks with ServiceDesk Staff about recurring or one-off issues which require their help.

    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.

    University Degree in a healthcare or life sciences related field is preferred
    Minimum of 3 years supervisory or management experience in a Contact Centre and/orpharmaceutical industry
    Experience in a fast-paced work environment with fluctuating demand for services is essential
    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; Bilingualism (English/French) will be considered an asset
    makes good decisions based on a combination of analysis, wisdom, experience and judgment
    Creative problem solving skills to finding solutions

    At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people.

    That's why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being .

    This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets.

    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.
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