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.

Purpose

The Customer Support Representative is an important role in the Pharmacy Operations and is responsible for handling inbound and outbound pharmacy calls, scheduling refill deliveries when needed and directing calls to appropriate personnel. The ideal candidate is a well-spoken, enthusiastic, and organized person with the ability to provide high level of customer service to our patients, clinicians, and clients.

Essential Duties and Responsibilities

• Primary resource for outbound telephone calls to minimize workflow interruptions due to non-clinical related customer inquiries, such as general prescription status or financial information.

• Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner.

• Directly responds to customer inquiries when appropriate or routes calls to the appropriate staff to ensure prompt resolution/customer satisfaction. Must be able to show empathy to patients.

• Run medical claims and update concise progress notes to ensure other roles within the workflow are able to quickly assess the status of the referral.

• Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending/shipped prescriptions, verify insurance information and provide copies of invoices upon request.

• Answer patient questions and concerns during refill scheduling and transfer to the clinical team (pharmacists and nurses) when appropriate

• Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensure patient's safety

• Perform other duties as assigned (above tasks may vary slightly depending on the specific team/program requirements.)

Qualifications/Requirements

• High School Diploma or GED with minimum of Associate degree preferred
• One year or more of call center experience
• Experience working with management information systems to effectively address customer needs
• Proficiency in Microsoft applications
• Excellent verbal and written communications
• Must be able to show empathy when talking to patients
• Professional telephone manner
• Strong attention to detail
• Customer service experience preferred
• Medical office experience / knowledge of medical terminology preferred
• Pharmacy experience is a plus, but not required
• Medical claims experience is a plus, but not required
• Training is on site from site 9am - 6pm.
• Permanent schedule from 11:30am - 8pm, Monday - Friday
• This is a temporary to permanent hire position for people who meet metrics and attendance policies.
• Rotating Saturdays once a month with a weekday off, if on the inbound team.
• Hybrid schedule possible after 90 to 120 days when metrics and attendance guidelines are met.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$15.24 - $25.40

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson's (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) [email protected] or (Canada) [email protected]. Resumes or CVs submitted to this email box will not be accepted.

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