McKesson
healthcare
Director,RareDiseaseOperations
“Director, Rare Disease Operations at McKesson. Skills: Team Leadership, Operational Oversight, Customer Experience. Oversee daily operations of Rare Disease program. Manage customer service representatives”
What You'll Achieve.
Achieve performance goals; Maintain high levels of customer satisfaction; Exceed patient expectations; Exceed provider expectations; Exceed client expectations; Enhance customer satisfaction; Enhance operational efficiency; Optimize performance; Enhance efficiency; Enhance effectiveness
Industry & Context.
Critical thinking; Analytical skills; Research skills; Problem-solving skills; Analyze operational data; Formulate action plans; Execute action plans
20% travel is required
What They're Looking For.
Must Have
12+ years’ experience within specialty pharmacy, or other relevant pharmaceutical industry services, Previous experience effectively coaching and managing a team responsible for pharmacy or reimbursement operations including proven record of motivating a team to perform above expectations, understanding of pharmacy operations, technology, and best practices, Experience in the specialty healthcare or pharmaceutical segment with understanding of healthcare continuum and relationship between manufacturers, patients, providers, and payers, Exceptional written and verbal communication skills, along with collaboration skills and ability to influence ability to build credible relationships across multi-business units, management teams, executive teams, business partners, current and prospective clients, Excellent grammar and vocabulary skills including the ability to compose complex proposals as well as edit content, Proven track record of analyzing operational data, formulating, and executing on action plans related to data insights, Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint, Ability to manage complex issues, function independently, demonstrate flexibility, as well as the ability to work effectively with remote internal and external teams, Critical thinking, analytical, research, and problem-solving skills
Nice to Have
Innovative mindset always seeking continuous improvement through use of various techniques (Six Sigma, Lean, …)
What You'll Do.
Oversee daily operations of Rare Disease program
Manage customer service representatives
Manage patient access specialists
Implement strategies to enhance customer satisfaction
Implement strategies to enhance operational efficiency
Achieve performance goals
Maintain high customer satisfaction
Conduct performance reviews
Provide constructive feedback
Foster positive work environment
Encourage open communication
Encourage continuous improvement
Manage day-to-day operations
Ensure efficient service delivery
Ensure effective service delivery
Develop operational policies
Develop operational procedures
Develop operational standards
Monitor call center metrics
Instill culture of exceeding expectations
Evaluate work instructions
Ensure systems are up to date
Ensure team members trained
Assess team performance
Address team performance
Ensure operations adhere to regulations
Ensure operations adhere to standards
Ensure operations adhere to best practices
Ensure customer interactions handled professionally
Handle customer interactions in accordance with company standards
Analyze customer feedback
Analyze customer trends
Identify areas for improvement
Implement solutions to enhance customer experience
Develop strategies to enhance efficiency
Develop strategies to enhance effectiveness
Identify new technologies
Implement new technologies
Prepare resource allocations
Manage resource allocations
How You'll Work.
Team & Collaboration
Build credible relationships across multi-business units; Build credible relationships across management teams; Build credible relationships across executive teams; Build credible relationships across business partners; Build credible relationships across current clients; Build credible relationships across prospective clients; Work effectively with remote internal teams; Work effectively with remote external teams
Communication Scope
Exceptional written communication skills; Exceptional verbal communication skills; Ability to influence; Excellent grammar skills; Excellent vocabulary skills; Ability to compose complex proposals; Ability to edit content
Process & Methodology
Formulating action plans, Executing action plans
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