Supervisor, Patient Services

2 weeks ago

Mississauga, 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.

**Supervisor, Patient Services**

**Location** - 2300 Meadowvale Blvd, Mississauga, ON, CAN

**Schedule**: Monday to Friday, 9am-5pm Eastern.

**Full-time, permanent career opportunity that offers a competitive base compensation, a bonus incentive program, is group insurance eligible from day of hire, 4 weeks (20 days) vacation (pro-rated based on hire date), flex days, along with a fantastic team to partner with**

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 17 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. Working here is your opportunity to shape an industry that’s vital to us all.

Reporting to the Operations Manager, the Supervisor manages all activities associated with inbound and outbound call center operation. The Supervisor’s responsibilities include but are not limited to development and implementing of policies, procedures, and performance/service standards, quality and productivity performance management to maintain a standard of meeting or exceeding expectations, maintenance of industry relations, budget controls, and management of front line staff including hiring, training, coaching, etc.

**Specific Responsibilities**
- Communicate, maintain, and approve expenses within a defined budget
- Establish and implement performance and service standards to ensure their team is meeting or exceeding service and quality standards
- Maintain industry relations
- Maintain, and lead front line staff to maintain patient and client relationships where appropriate
- Support operations business development by identifying and facilitating opportunities for process improvement and growth
- Foster cross-functional interdependent relationships to achieve business results (client relations, business intelligence, compliance, etc.)
- Maintain and enforce adherence to policies, procedures, and program documents
- Set and deliver on operational objectives
- Contribute to future planning and budget allocation
- Regularly monitor and evaluate activities and identify potential areas of non-compliance
- Participate or lead risk assessments for their area of responsibility and escalate potential issues as appropriate
- Supports the Manager and Quality Assurance team to identify, investigate, evaluate and follow-up on all risk incidents and quality issue concerns, as related to the case management team
- 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 hours
- Supervises, coaches and evaluates the performance of case management team; including establishing goals & objectives and completing performance appraisals in accordance with McKesson’s policies
- Reviews goals & objectives of team and individuals regularly; writes and delivers performance summaries in a concise, consistent, accurate and timely manner and completes regular performance reviews in compliance with McKesson’s policies
- Acts as a Preceptor to new hires throughout the orientation period; 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
- Monitors calls for quality and technical accuracy, providing timely feedback on soft skills as well as technical content; monitor’s goals & objectives of team and individuals regularly; writes and delivers performance summaries in a concise, consistent, accurate and timely manner and compl

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