Lead Product and Technology Support

McKesson-posted 9 days ago

$46 - $77/Yr

Full-time • Mid Level

Irving, TX

5,001-10,000 employees

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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. Be part of the team that’s poised to transform the fight against cancer. Backed by the strength of a Fortune 8 company, our entrepreneurial organization develops technologies used by the oncology community to deliver evidence-based, personalized care, as well as insights used by biopharma companies to accelerate drug development and support the entire treatment journey. Our work powers informed decision-making at every pivotal moment in oncology – from the treatment options presented to patients, to the operational considerations for oncology practices, design of clinical trials, and the commercial launch plans for new therapies. The Lead Product & Technical Support acts as a technical and consulting resource for moderately complex issues related to the implementation and management of Ontada’s technology products. You will provide third-level support for the Production and some lower-level environments, acting as a technical resource in all phases of design, implementation, testing and deployment of the product lifecycle, including post-production support. The Sr. Product Support Representative continuously gains an understanding of Ontada’s business operations and processes, and how systems are used in support of those operations.

Deliver world-class, “white-glove”, customer support experiences, providing clinical application support to customers, peers, and stakeholders.
Research, evaluate, and recommend solutions within the Production environments to improve performance and efficiency
Test, validated, and implement new technology solutions and modifications before they become operational and in production
Develop and maintain detailed flow charts, work process documents, and appropriate procedures that support the production architecture
Compile information and data and prepare reports related to Production application(s)
Assist and participate (along with other teams) in product development ceremonies, contributing to comprehensive implementation and post-production support project plans
Use the Ontada Incident Management and Major Incident Management processes to resolve third-level incidents as assigned
Actively maintain and improve personal and technical skills with appropriate materials via books, websites, newsletters, seminars, education and training.
Act as the “Service Owner” of the support model for Ontada Technology Solutions, driving the customer-first mindset and demonstrating your commitment to McKesson iLEAD, i2CARE, and Ontada Culture
Promote effective teamwork among cross-functional teams and provide day to day direction for core team
Ensure that requirements to internal and external customers are met in a timely and cost-effective manner; solicit feedback from customers to identify opportunities to improve products and/or services; resolve minor conflicts and involve team members in problem resolution.
Maintain an in-depth understanding of Ontada technology solutions and life sciences products
Maintain a thorough understanding of regulatory requirements and healthcare initiatives in the Community Oncology setting and how Ontada supports these customer needs
Maintain knowledge of healthcare technology interoperability and Ontada standard integrations; providing analysis of HL7, XML and other interface messaging formats to troubleshoot and resolve interface incidents
Assist in the development of self-help tools, templates, processes, and protocols and facilitate training on upcoming releases, integrations, enhancements, and defect resolution.

Degree or equivalent and typically requires 10+ years of relevant experience. Less years required if has relevant Master’s or Doctorate qualifications.
4-year Degree in healthcare or related field or equivalent experience
10+ years of experience in Oncology within a clinical, administrative, or supportive role
Take ownership of complex situations and work within a team environment to resolve issues effectively.
Drive first-time quality results and lead support operations and initiatives.
Exceptional communication skills with ability to articulate technical issues to non-technical personnel
Superior organizational skills, attention to detail, and ability to prioritize in a fast-paced environment
Ability to exercise sound critical thinking and problem-solving skills, executing position responsibilities with autonomy, quickly understanding complex problems and developing solutions to resolve issues expediently.
Thorough knowledge of Regulatory Requirements in Healthcare, including but not limited to CMS requirements such as Medicare Claims Processing, Physician Fee Schedules, and Value Based Care
Deep understanding of end-to-end clinical and administrative workflows in the Oncology and Hematology settings, including but not limited to Physician documentation, Infusion Nursing, Pharmacy, Laboratory and Medical Billing and Coding
Experience using, implementing, or supporting clinical workflow in EHR’s, Pharmacy Systems, Lab Information Systems, and other clinical systems
Understanding of Windows operating systems, networking, and basic hardware troubleshooting
Knowledge of interface technologies, including HL7, XML, DFT, and FHIR API
Knowledge of SQL and Oracle Databases
Understanding of Electronic Prescribing, Direct Exchange, HIE, HL7 and Smart on FHIR integrations

In-the-field Clinical experience in Nursing, Revenue Cycle, Pharmacy, Laboratory, etc., highly desired
ITIL Certification preferred
Experience with healthcare related technology and applications like EMR

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