Provider Solutions Tech

McKesson • The Woodlands, TX

5d • Onsite

About The Position

Provider Solutions Group (PSG), part of McKesson's Oncology & Multispecialty organization, supports community-based and health system specialty practices through industry-leading pharmaceutical distribution, technology, practice management, and advisory solutions. By combining deep healthcare expertise with innovative services and national scale, PSG helps providers improve operational efficiency, expand patient access to therapies, and deliver exceptional patient care. As the Pharmacy and Financial Support Representative, you are the first point of contact for clinicians and technology teams, delivering support for inventory management, dispensing, ordering and interface technology. Representatives must act quickly to analyze incidents and determine if a solution is available, or, escalate to the appropriate point of contact. They may implement work-around solutions while providing progress updates. Representatives must note all details, including observations, diagnoses, and action steps within a ticketing system.

Requirements

• Typically requires 3+ years of related experience.
• Highschool Diploma
• 1+ years of Call center experience
• 1+ years of experience providing customer support by phone, email, chat, and/or using a ticket management system
• 1+ years of Networking and hardware systems experience
• Excellent customer service skills including empathy, problem-solving, patience, adaptability, and the ability to handle difficult situations professionally.
• Ability to prioritize incidents in a fast-paced environment, ensuring adherence to SLA’s
• Effectively communicate technical issues to non-technical personnel verbally and in writing
• Ability to exercise sound critical thinking and problem-solving.
• Experience using, implementing, and/or supporting healthcare inventory management systems
• Typing speed of 60+ WPM
• Applicants must be currently authorized to work in the United States on a fulltime basis without the need for employer support or sponsorship now or in the future. This includes having the legal right to work in the United States without the need for McKesson support or sponsorship for any immigration related employment authorization (e.g., H1B, O1, E3, H1B1, TN, F1 OPT, F1 STEM OPT, F1 CPT, etc.) now or in the future. If you will require McKesson to provide immigration support or sponsorship now or in the future, you should not apply for this position

Nice To Haves

• CPhT-Pharmacy Tech certification not required but a plus
• Healthcare experience is preferred
• Effectively execute responsibilities with minimal guidance
• Remain graceful and tactful under pressure, demonstrating patience, composure, and professionalism.
• Superior attention to detail
• Exhibit a polished and professional demeanor, skilled in engaging with diverse situations encompassing business development, customer service, orientations, and training.
• Proficient in both interpersonal and group communication, adept at delivering information to clients, team members, and executive leadership.
• High Energy and self-motivated to produce quality solutions
• Commitment to McKesson’s I2CARE and LeadRX Shared Principals

Responsibilities

• Provide first-line, world-class, “white-glove”, customer service experiences in a call center environment.
• Develop a thorough understanding of patient-center care, electronic health record and clinical decision workflows.
• Providing first-line application and technical support to Provider Solution & McKesson customers
• Assist internal and external customers by phone, email, or using a ticket management system
• Create a ticket for each customer-interaction or update existing ticket for customer follow-up
• Quickly and accurately determine incident scope and impact
• Document all incident details including a thorough description, steps taken to troubleshoot, record type classification, and escalation of issues to Tier 2 and Tier 3 support teams
• Leverage knowledge base, help menu and other tools to support customers in a consistent manner
• Follow up on incidents with customers and internal teams until the incident is resolved
• Maintain key performance indicators including, but not limited to, availability, timeliness to answer, timeliness to resolve, quality interaction and customer satisfaction
• Hardware support for computers, printers, scanners, monitors and other peripherals
• Follow up on incidents and service requests at pre-defined intervals until resolved
• Drive collaboration across internal and external customer service teams including practice IT, vendors, and other escalation points until the incident is resolved
• Facilitate troubleshooting of application issues and contribute to the creation of easy-to-follow knowledge base articles on findings
• Develop an awareness on how the patient portal integrates with other healthcare technology solutions

Benefits

• competitive compensation package
• Total Rewards
• annual bonus
• long-term incentive opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED