Supervisor, Patient Services

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.

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 12 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.

**Job Summary**

The Supervisor, Patient Services will ensure a professional and service oriented work environment by monitoring performance, motivating and developing their case management team members to deliver excellent customer service and achieve required performance objectives. The Supervisor is responsible for supporting the Patient Services Team in coordinating workforce and workflow related activities. The Supervisor must be well versed in Patient Services offerings, organizational procedures, Contact Centre technology and reporting.

**Specific Responsibilities**
- Competently performs the duties required of the case management team, as assigned; Supervisors will throughout the month be required to place and/or receive program-related calls, which will equate to no less than 10% of their hours worked each month. Calls may be as a result of, but not limited to, covering workload for the team, dealing with sensitive or escalated cases, or ensuring they are up-to-date with program activities.
- Develops working relationships that supports the growth and success of each staff member and the department
- Demonstrates a thorough understanding of all policies, procedures and processes and articulates the same to staff. Ensures compliance and tracks as appropriate
- Provides regular feedback to the Manager regarding quality, operational, technical and/or process issues which involve a program, team or individual. Recommends corrective actions or follow up. Engages other resources as needed
- Based on the forecasted demand, oversees the scheduling of these employees and allocation of related resources to ensure effective and efficient delivery of case management services
- 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 ours of 8am-8pm Monday - Friday, and as required weekend or holiday coverage
- Supports the Manager with the development and execution of policies and practices; responds according to policy direction at all times and seeks assistance with unusual situations and/or staff non-adherence
- Supports other Supervisors and Managers in resolving scheduling-related issues, including contacting staff to fill shifts, assessing program resource allocations for cross-training or redistribution of responsibilities, as needed.
- Refers requests for scheduling changes and time off that fall outside established policies to the Manager for guidance
- Collaborates with the Manager, and other Patient Services Managers and Supervisors, to analyze Workforce Management, attendance statistics, and activity metrics on a regular basis

**General Responsibilities**
- Supervises, coaches and evaluates the performance of case management team; including establishing goals & objectives and completing performance appraisals in accordance with McKesson’s policies. General competencies include but are not limited to technical matters pertaining to drug reimbursement, case coordination, financial assistance, compliance services and adverse event reporting
- Reviews goals & objectives of team and individuals regularly; writes and delivers performance summaries in a concise, consistent, accurate and timely manner and completes mid-year and annual performance appraisal proce