Pharmacy Engagement Specialist

McKesson • Dayton, OH

1d • $26 - $43 • Remote

About The Position

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. Company Profile McKesson Corporation is a global leader in healthcare supply chain management solutions, retail pharmacy, community oncology and specialty care, and healthcare information solutions. McKesson partners with pharmaceutical manufacturers, providers, pharmacies, governments, and other organizations in healthcare to help provide the right medicines, medical products, and healthcare services to the right patients at the right time, safely and cost-effectively. United by our I2CARE shared principles, our employees work every day to innovate and deliver opportunities that make our customers and partners more successful - all for the better health of patients. McKesson has been named a “Most Admired Company” in the healthcare wholesaler category by FORTUNE, a “Best Place to Work” by the Human Rights Campaign Foundation, and a top military-friendly company by Military Friendly. For more info, visit www.mckesson.com. 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. Your unique perspective and experience are valuable assets that can translate into a rewarding career path with us. Position Summary Health Mart Atlas is the largest PSAO (Pharmacy Services Administration Organization) offering industry-leading, centralized managed care solutions to over 6,000 independent and small & medium chain pharmacies, nationwide. Health Mart Atlas obtains and manages third-party contracts, improves revenue cycles, and decreases the time spent dealing with PBM (Pharmacy Benefit Management) issues. Health Mart Atlas provides its members with the scale and leverage needed to effectively compete in today’s marketplace to gain access to patients and preferred networks. 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: 1,001-5,000 employees