McKesson is looking for a Pharmacy Engagement Specialist to provide dedicated support to key customers and buying group accounts, promoting PSAO satisfaction and strategic alignment. This role works closely with Account Managers and offers differentiated support to the broader Health Mart Atlas membership.
What You'll Do
- Answer inbound calls and emails from existing Health Mart Atlas pharmacies regarding general Managed Care support and needs. Work assigned issues and tasks to resolution.
- Provide dedicated support to assigned key customer and GPO partner accounts on Managed Care needs like adjudication issues, payment research, contract solicitations, and credentialing.
- Collaborate with Account Managers and cross-functional teams to support value proposition, performance opportunities, true-ups, contracting updates, and escalation resolution.
- Provide leadership within the Customer Service team to help develop other CSRs through active engagement in team meetings and process improvement.
- Build rapport with members and contacts by providing timely, accurate responses and efficient research.
- Identify opportunities for proactive support, present updates on Health Mart Atlas QBRs, and appropriately escalate issues.
- Support outbound calls to follow up on open issues, return voicemails, and partake in call campaigns.
- Act as a mentor to core Customer Service Representatives, supporting their job knowledge and development.
- Assist with escalated or sensitive issues for PSAO members and internal customers.
What We're Looking For
- Bachelor's degree in a relevant field (e.g., Healthcare Admin, Business, Finance) or equivalent work experience.
- Typically requires 2+ years of relevant experience.
- 2+ years of Customer Service call center environment experience.
- Excellent understanding of the retail pharmacy industry.
- Comfort with learning and educating others on managed care topics such as reimbursement rates, DIRs, MAC pricing, preferred networks, and Pharmacy performance.
- Excellent communication, collaboration, customer service, time management, and follow-up skills.
Nice to Have
- Working knowledge of pharmacy operation (pharmacy technician), retail pharmacy business, and managed care knowledge (i.e., Pharmacy Benefit Management, Narrow Networks, MAC pricing).
Team & Environment
This is an elevated role within the Customer Service department. You will work with a dotted line to the Account Managers and other Specialists assigned to each key customer group.
We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. We take pride in our culture of connection and believe in a workplace where everyone can be their full, authentic self. We welcome and encourage veterans, individuals with disabilities, and others with diverse perspectives to join our growing team.
