Member Account Representative

2 months ago

Alberta, Canada McKesson Canada Full time

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.

**Job Summary**

Reporting to the Senior Director, Business Development, Sales & Member Experience, the Member Account Representative accomplishes department objectives by establishing and maintaining strong business relationships with their assigned portfolio of I.D.A., Guardian, Remedy'sRx and Enterprise Independent Pharmacy Members to enable effective collaboration in support of business growth for both Members and McKesson. The Member Account Representative is responsible for providing ongoing operational support through a regular call cycle of virtual interactions, working with Members to increase pharmacy revenues and profitability through support of selling strategies, pharmacy programs, sharing of best practices, and providing supporting analytics. As the primary point of contact, the Member Account Representative is responsible for deploying and upholding a high-quality of customer experience, supporting in all areas where the Member interfaces with McKesson. The Member Account Representative works cross-functionally with key McKesson stakeholders in Business Development, Professional Services, Category Management, Marketing, Finance, Pharma Distribution, Customer Service, and Pharmacy Technology Solutions to deliver a seamless Member experience.

**Section A - Specific Responsibilities**
- Plan and implement a regular program/call cycle of virtual touch points with Banner and Enterprise locations within the assigned portfolio.
- Drive Member satisfaction, loyalty, and growth through exceptional customer care; this includes managing complex issues and finding effective solutions.
- Proactively identify service issues ,business risks and implement mitigation plans.
- Analyze key data, produce reports, prepare business reviews, and present detail to Members.
- Monitor Key Performance Indicators and strive for operational excellence.
- Provide comprehensive operational support in all areas; marketing, advertising, pharmacy operations, formulary compliance, product distribution, point-of-sale (POS) activities, and pharmacy technology usage.
- Inform Members on strategies to increase pharmacy sales and profitability.
- Plan and execute effective Own Brand sales strategies to maximize revenues.
- Monitor pharmacy purchases and program adherence on an on-going basis.
- Maximize customer value with services provided and drive long-term Member retention.
- Support / execute the negotiation of Banner Agreement renewals.
- Liaison between the assigned portfolio of pharmacies, Member Services, Mckesson departments and preferred suppliers to ensure customer concerns are communicated and resolved.
- Provide store leads to Business Development, Pharmacy Technology Solutions, McKesson Automation, and Central Fill.
- Support the development of merchandizing plans and assist with opening orders for new pharmacies, renovations, and relocation projects.

**Section B - Minimum Qualifications**
- Degree or equivalent and typically requires 2+ years of relevant experience.

**Section C - Additional Qualifications**
- University degree in a relevant discipline; Business preferred.
- A minimum of 5 years' experience in the pharmaceutical / Health Care industry preferred
- Understanding pharmacy and the business of pharmacy in Canada.
- Ability to identify with the independent business-owner.
- Multi-unit operational experience is an asset.
- Strong Customer Service mind-set with external and internal business partners.
- Excellent organization and time management skills.
- Professionalism and experience in dealing with a high-demand business.
- Excellent interpersonal skills. Team player.
- Exceptional communication and presentation skills, both written and verbal.
- Proven ability to multi-task and ability to adapt quickly in a fast-paced environment.
- Demonstrated leadership ability. Excellent partnering skills.
- Analytical skills with an ability to see the big picture.
- Extensive knowledge of MS Office products (Power Point, Excel, Word, Teams).
- Experience with PowerBI, SAP, and Salesforce is an asset.
- Knowledge of process and project management. Strong business acumen.
- Attention to detail, with an ability to summarize and manage complex issues.
- Ability to effectively communicate with all levels within McKesson Canada.
- Valid Canadian Driver's License for required business travel.

Career Level - IC - Sale

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