Pharmacy Engagement Specialist

McKesson • Usa, OH

10h • $26 - $43 • Remote

About The Position

McKesson is seeking a Pharmacy Engagement Specialist . The Pharmacy Engagement Specialist provides dedicated support to key customers and buying group accounts promoting PSAO satisfaction, strategic alignment, and differentiated customer support. This position works with a dotted line to the Account Managers and other Specialists assigned to each key customer group. The Pharmacy Engagement Specialist will build rapport with members and contacts affiliated with key customer groups through providing timely and accurate responses, conducting efficient research, and supporting issue resolution. The Pharmacy Engagement Specialist will identify opportunities to deliver proactive support, present specific updates on HMA QBRs, and appropriately escalate issues to limit disruption to HMA members, affiliated GPOs, and/or McKesson distribution. The Pharmacy Engagement Specialist will also support the broader HMA membership through answering inbound calls and responding to service box inquiries from existing Health Mart Atlas members. This role also supports outbound calls to current customers to follow up on open issues, returning voicemails left for the department and partaking in call campaigns. This position is an elevated role within the Customer Service department and will act as a mentor to core Customer Service Representatives supporting their job knowledge, growth, and development. The Pharmacy Engagement Specialist will assist with escalated or sensitive issues for PSAO members and internal customers. The Pharmacy Engagement Specialist must have an excellent understanding of retail pharmacy industry, comfort with learning and educating others on managed care topics such as reimbursement rates, DIRs, MAC pricing, preferred networks, Pharmacy performance (operational & clinical), and the PBM and Payor market. This role requires excellent communication, collaboration, customer service, time management, and follow-up skills.

Requirements

• 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 Customer Service call center environment experience required.
• Excellent organizational & communication skills (verbal/written).
• Critical thinking and analytical skills.
• Must be authorized to work in the US unrestricted – This position is not eligible for sponsorship.

Nice To Haves

• Working knowledge of pharmacy operation (pharmacy technician), retail pharmacy business, and the managed care knowledge (i.e., Pharmacy Benefit Management, Narrow Networks, MAC pricing) preferred.
• Effectively manage customer expectations in terms of service and issue resolution.

Responsibilities

• Answer inbound calls and emails from existing Health Mart Atlas pharmacies regarding general Managed Care support and needs. Work assigned issues and tasks. Appropriately resolve issues and follow-up with members.
• Provides dedicated support to assigned key customer/ GPO partner accounts, regarding Managed Care needs such as adjudication issues, payment research, contract solicitations, understanding various reimbursement methodologies, support with credentialing and PSAO initiatives, and reimbursement issues. Support through inbound/ outbound calls and email directly to pharmacy contacts, GPO leaders, Account Managers, and others as needed.
• Collaborate with Account Manager(s) and cross-functional teams to support value proposition, performance opportunities, true-ups/ collections, contracting updates, industry trends, escalation resolution, and QBRs. Attend regular check-in calls with key customers as needed. Manage contract reviews (utilizing Tableau reports) for the general membership and other complex issues.
• Provide leadership within the Customer Service team to help develop other CSRs through active engagement in team meetings, shadowing and working with Pharmacy Engagement leadership and trainers to improve processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees