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Operations Manager, Patient Support Programs

2 months ago

Mississauga, Ontario, Canada MCD McKesson Canada Corporation La Corporation McKesson Canada Full time

Job Summary

This position is responsible for overseeing the management of McKesson Canada Corporation's field operations. The role is critical in executing high-quality programs and related services in accordance with customer/program specifications and applicable regulations. The position involves workforce planning, operations, organizing, and monitoring the work of a team of professionals across various divisions, including telehealth and call center personnel, field personnel, health case managers, clinical case-workers, safety and medical information associates, and data management professionals.

Key Responsibilities

  • Ensure day-to-day operational targets are met for the contact centers, including service levels, management of workload, and overseeing call center supervisors to ensure target call answer rates and efficient, high-quality case completion for our programs.
  • Provide leadership, mentoring, supervision, and oversight for assigned teams, ensuring budgets are met.
  • Oversee developmental activities and implementation of new programs.
  • Develop and maintain work effort models.
  • Overall responsibility for staff hiring, training, and performance management.
  • Oversee the development and ongoing compliance with appropriate SOPs and QC parameters for contact center operations.
  • Interface with IT staff to ensure adequate selection and implementation of telephony and database support.
  • Regular auditing and review of assigned teams for compliance with contractual obligations, KPIs, SLAs, and McKesson policies.
  • Client-facing responsibilities: Provide portfolio oversight and support during QBRs and strategic client meetings.
  • Manage contact center budget.
  • Provide ongoing communications to staff.
  • Plan resource requirements.
  • Provide ongoing financial and operational reports to management.
  • Create a motivational atmosphere for health service representatives and their supervisors.
  • Ongoing improvement of contact processes and policies.
  • Create and report performance metrics for the contact center.
  • Provide support to account managers for programs.
  • Participate in client inquiries, tours, capabilities presentations.

General Responsibilities

  • Provide daily management presence, mentor staff, and promote teamwork and collaboration.
  • Ensure quality standards maintained with respect to project deliverables and client interactions.
  • Provide professional internal/external presentations.
  • Act as the company's primary resource in his/her area of expertise, providing leadership and direction on all related issues.
  • Share technical and competitive information with colleagues and provide expertise to others when required.
  • Promote cooperation within own team as well as between groups and with other departments.
  • Track/record and submit time spent on projects and other activities.

Position Requirements

  • A minimum of a bachelor's degree in the health or behavioral sciences, or equivalent experience.
  • Several years of experience in a contact center environment, especially those providing health or case management services, or similarly complex service offerings.
  • Experience in managing staff, including performance management.
  • Experience with development and reporting of performance metrics and good supporting PC skills.
  • Excellent oral presentation and interpersonal skills.
  • Ability to influence and motivate staff.
  • Fluency in French is an asset.