Operations Process Solutions Manager

McKesson   •  

Scottsdale, AZ

Industry: Healthcare


5 - 7 years

Posted 58 days ago

This job is no longer available.



McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Specialty Health, our products and services span the full continuum of specialty patient care. From the initial phases of a product life cycle and the distribution of specialty drugs, to fully integrated healthcare technology systems, practice management support, and ultimately to patient care in the communities where they live, we empower the community patient care delivery system by helping community practices advance the science, technology and quality of care.

We have a vision —that the long-term vibrancy of community care will be achieved through the leadership of physicians committed to clinical excellence and innovation, enabled by close collaboration with our organization and our deep clinical, operational and technological expertise.Every single McKesson employee contributes to our mission—by joining McKesson Specialty Health you act as a catalyst in a chain of events that helps millions of people all over the globe. You’ll collaborate on the products and solutions that 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.

Join our team of leaders to begin a rewarding career.

Current NeedOperations Process Solutions Manager

Position Description
Overall management for contact center with a variety of product support programs that manage client reimbursement needs. This position is responsible for the overall management of program operations including, but not limited to, staffing, profitability, standard operating procedures, process design, process implementation and business process improvements. This position will monitor client SLA agreements to ensure compliance and make staffing and process changes and improvements if SLA is not being met. This position will provide supervisory guidance to direct reports and monitor performance based on job descriptions and expectations of the subordinate positions. This position will also act as a liaison between Client Services, Information Systems, Business Analysts, Quality Assurance and Training to achieve synergy of processes, training, efficiency and ultimately, customer satisfaction.
Key Responsibilities:

  • Manage Customer Service Supervisors and business process analysts, performance to be measured against job descriptions and Roles and Responsibilities. Apply development program for all direct reports. 
  • Ensure processes are efficient, continually analyzes and improved where possible
  • Maintain and monitor program profitability 
  • Works closely with Supervisors to assure that McKesson is in compliance with all government regulatory anti-fraud and abuse statutes 
  • Develop standardized policies and procedures 
  • Effectively act as Liaison between with all internal and external customers to provide excellence in Customer Service 




Minimum Requirements
5+ years customer service experience including 2+ years managerial experience, depending on area of assignment may be required to have relevant healthcare/insurance experience

Critical Skills

  • SalesForce experience preferred 
  • Experience in the healthcare industry including, but not limited to, Medicare and/or Medicaid program administration, insurance verification and/or claim adjudication, physician’s office or outpatient billing, pharmacy and/or pharmaceutical manufacturers is preferable 
  • Process analysis, design and documentation writing skills
  • Collaborative, customer-focused and able to create visible value 
  • Strong program implementation, maintenance, and restructure experience 
  • Client facing interactions and strong presentation skills 
  • Project Management skills
  • Financial acumen: ability to calculate cost benefit analysis and ROI. Must be able to build and justify business case 

Additional Knowledge and Skills

  • Thorough knowledge of customer service policies, practices and systems
  • Excellent communication and organizational skills 
  • Strong problem solving and decision-making skills 
  • Ability to effectively handle multiple priorities within a changing environment 
  • Strong oral and written communication skills 
  • Understanding of ICD-10, HCPCS, CPT
  • Six Sigma or Lean certified preferred

4-year degree in business or related field or equivalent experience

Physical Requirements
General Office Demands

Benefits and Company Statement
McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.