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Job Summary

The Senior Patient Services Specialist is an integral part of the Patient Services team, responsible for the coordination and delivery of services related to the patient support programs offered by McKesson Specialty. The role involves interactions with patients, insurance companies, pharmacies, physicians and other health care professionals (HCPs) to introduce certain therapies in adults and explore and obtain coverage for the prescribed medication. The role involves understanding and adherence to corporate, divisional, departmental and program specific standard operating procedures.

Specific Responsibilities

• Be the subject matter expert for the prescribed medication and introduce this therapy to other clinics
• Perform HCP and patient registration activities, according to program protocols and applicable departmental procedures
• Review, analyze and validate information provided by patients and HCPs for accuracy and completeness to ensure initiation of services
• Follow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to HCPs and patients
• Process data entry activities of pertinent information received at different points of contact during the delivery of program services
• Provide answers to general inquiry calls submitted via telephone, web-based platforms or in person, on program services, disease state or product related questions, based on information provided as part of the program materials
• Perform surveys on patients and other program users, based on documentation provided and perform data entry activities on information received
• Liaise with physicians’ offices, infusion services providers and other parties to provide comprehensive and coordinated service to patients and physicians
• Receive, record and report Adverse Events, as per program working instructions
• Perform Pharmacovigilance surveillance activities
• Coordinate program activities and interdisciplinary interactions and work directly with clinics to provide support and ongoing collaboration for delivery of program services
• Have expertise in one or more job functions within Patient Services group, mentoring, training and monitoring that area of responsibility
• Participate in quality monitoring of services delivered, as assigned by departmental Manager
• Other duties as assigned.

General Responsibilities

• Adhere to professional standards as prescribed by the professional associations and McKesson as applicable
• Participate and assist in departmental continuous improvement activities related to process, quality, training
• Participate in the development of reports and tools for identifying signals that will flag misunderstanding, misconduct, fraud or other out of protocol program participant related incidents
• Assist with reviews of aggregate data to identify program trends and communicate these trends appropriately
• Maintain program data accuracy through review of program documentation for completeness and consistency.

Job Requirements

Knowledge/Education

• Registered Nurse with current registration or pending registration, or in some instances other Health care Professionals such as MD, Nurse (domestic or foreign trained)

Knowledge of medical terminology, health care environment, reimbursement landscape, therapeutic and product related knowledge

• Understanding and compliance with corporate, divisional, departmental and program specific standard operating procedures

Experience

• More than one year and up to three years in a previous job or jobs
• Demonstrated ability to communicate efficiently and in an empathetic manner over the phone and in person
• Experience in the healthcare industry including, but not limited to medical claims, insurance verification, pharmacy and/or pharmaceutical manufacturers is preferable.

Key Competencies

• Computer/Application Skills: Required to use menu-driven retrieval and search functions on Windows based applications, web-based applications and proprietary information technology systems; ability to use a switch-based telephony software, etc.
• Problem Solving: Navigates quickly and effectively to resolve problems and obstacles, even when complex and unique circumstances occur; responds to recurring problems by investigating the underlying causes and taking steps to eliminate them. Only difficult problems are referred to supervisor
• External Customer Service: Excellent customer service skills in dealing with patients, physicians, and other clients, resolve customer complaints
• Planning/Coordinating Work: Required to initiate planning and coordination of activities with other members in the work group, make appropriate adjustments to one’s own work plans
• Innovation: Expected to suggest innovations to the supervisor which affect the job or its workflow. Tries different approaches when initial efforts to solve problems fail; anticipates possible problems and develops alternatives
• Working Conditions: Able to work independently and make appropriate decisions, may be required to rotate shifts
• Language Skills: Ability to communicate written and verbally in both English and French is desired and, in some cases, mandatory
• Travel: Valid Driver’s License, current auto insurance policy and access to reliable transportation, for regional travel.

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

$53,800 - $89,700

McKesson is an Equal Opportunity Employer

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

Join us at McKesson!