Provider Solutions Tech

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.

Provider Solutions Group (PSG), part of McKesson's Oncology & Multispecialty organization, supports community-based and health system specialty practices through industry-leading pharmaceutical distribution, technology, practice management, and advisory solutions. By combining deep healthcare expertise with innovative services and national scale, PSG helps providers improve operational efficiency, expand patient access to therapies, and deliver exceptional patient care.

As the Pharmacy and Financial Support Representative, you are the first point of contact for clinicians and technology teams, delivering support for inventory management, dispensing, ordering and interface technology. Representatives must act quickly to analyze incidents and determine if a solution is available, or, escalate to the appropriate point of contact. They may implement work-around solutions while providing progress updates. Representatives must note all details, including observations, diagnoses, and action steps within a ticketing system.

 

Key Responsibilities

• Provide first-line, world-class, “white-glove”, customer service experiences in a call center environment.
• Develop a thorough understanding of patient-center care, electronic health record and clinical decision workflows.
• Providing first-line application and technical support to Provider Solution & McKesson customers
• Assist internal and external customers by phone, email, or using a ticket management system
• Create a ticket for each customer-interaction or update existing ticket for customer follow-up
• Quickly and accurately determine incident scope and impact
• Document all incident details including a thorough description, steps taken to troubleshoot, record type classification, and escalation of issues to Tier 2 and Tier 3 support teams
• Leverage knowledge base, help menu and other tools to support customers in a consistent manner
• Follow up on incidents with customers and internal teams until the incident is resolved
• Maintain key performance indicators including, but not limited to, availability, timeliness to answer, timeliness to resolve, quality interaction and customer satisfaction

 

Additional Responsibilities

• Hardware support for computers, printers, scanners, monitors and other peripherals
• Follow up on incidents and service requests at pre-defined intervals until resolved
• Drive collaboration across internal and external customer service teams including practice IT, vendors, and other escalation points until the incident is resolved
• Facilitate troubleshooting of application issues and contribute to the creation of easy-to-follow knowledge base articles on findings
• Develop an awareness on how the patient portal integrates with other healthcare technology solutions

 

Shift Details

• Shift rotation, Monday – Friday,
• On-call rotation Monday – Monday, 6:00pm – 6:00am Central

 

Minimum Requirement

Typically requires 3+ years of related experience.

 

Education

Highschool Diploma

CPhT-Pharmacy Tech certification not required but a plus

 

Critical Skills

• 1+ years of Call center experience

• 1+ years of experience providing customer support by phone, email, chat, and/or using a ticket management system

• 1+ years of Networking and hardware systems experience
• Excellent customer service skills including empathy, problem-solving, patience, adaptability, and the ability to handle difficult situations professionally.
• Ability to prioritize incidents in a fast-paced environment, ensuring adherence to SLA’s
• Effectively communicate technical issues to non-technical personnel verbally and in writing
• Ability to exercise sound critical thinking and problem-solving.
• Experience using, implementing, and/or supporting healthcare inventory management systems
• Typing speed of 60+ WPM

 

Additional Skills

• Healthcare experience is preferred
• Effectively execute responsibilities with minimal guidance
• Remain graceful and tactful under pressure, demonstrating patience, composure, and professionalism.
• Superior attention to detail
• Exhibit a polished and professional demeanor, skilled in engaging with diverse situations encompassing business development, customer service, orientations, and training.
• Proficient in both interpersonal and group communication, adept at delivering information to clients, team members, and executive leadership.
• High Energy and self-motivated to produce quality solutions
• Commitment to McKesson’s I2CARE and LeadRX Shared Principals

 

Physical Requirements

• Routinely lifts, carries and move materials weighing up to 50 pounds
• Up to 10% Travel to customer sites for implementation assistance and training opportunities

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.

Our Base Pay Range for this position

$26.31 - $43.85

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McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

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McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.

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