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Manager, Customer Engagement at McKesson in Middleburg Heights, Ohio

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:

Oversee the activities of reconciliation Advisors including but not limited to ensuring accurate quality and quantity of phone calls, for both external and internal customers, timely and accurate follow up on customer requests/issues; accurate documentation and reporting of performance; monitoring and coaching as needed.

Manages team productivity and performance through development, analysis and reporting on key metrics inclusive of   call volume, call answer rate, schedule adherence, average handling time, performance quality, issue resolution, and completion of assigned tasks and regularly report performance to goals, successes and opportunities for development to team and management.

Working closely with internal departments to identify roadblocks, research and resolve issues with the goal of improving processes and providing higher quality service to our customers.

Owns the customer experience for the ProviderPay program and will represent the program to internal and external key stakeholders as well as own and manage relationships with key program participants to drive strategic initiatives and maintain long-term retention.

Research, development and implementation of departmental standard operating procedures governing daily activities. Regularly monitors and reviews effectiveness and efficiency of existing standard operating procedures to ensure on-going full support of both customer and company interests. Develop and communicate key milestones, strategies, and goals for the ProviderPay customer experience to internal and external key stakeholders.

Minimum Job Qualifications (Knowledge, Skills, & Abilities):

Education/Training – 4-year degree in business or related field or equivalent experience

Business Experience –

  • 2+ years of supervisory, people-management experience 

  • 6+ years call center experience

  • 2+ years of experience interviewing, quality management, & disciplinary action

  • Experience presenting program and/or team statistics to senior leadership and key customers

  • Strong MS Office experience (Excel, Word & Outlook)

  • Must possess the following skills:  self-motivated, results-oriented, problem-solving, decision-making, analytical and business skills, team player, interpersonal and customer-focused

Specialized Knowledge/Skills –

  • 2+ Managed Care Experience

  • General pharmacy operations / claims adjudication knowledge or experience preferred

  • General pharmacy reimbursement / reconciliation knowledge or experience preferred

Working Conditions:

Environment (Office, warehouse, etc.) – General office

Physical Requirements (Lifting, standing, etc.) – General office

McKesson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.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 Resumes or CVs submitted to this email box will not be accepted.Current employees must apply through internal career site.Join us at McKesson!