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VP Customer Care

Company Name:
McKesson
Empowering the delivery of excellent patient care in facilities close to their homes starts with you. Every person's job at McKesson Specialty Health makes a difference in the lives of patients throughout the country.
Our products and services touch the full continuum of specialty patient care. From the initial phases of a product life cycle and the distribution of specialty drugs, to fully integrated healthcare technology systems, practice management support, and ultimately to patient care in the communities where they live, McKesson Specialty Health empowers the community patient care delivery system by helping community practices advance the science, technology and quality of care.
The rising cost of cancer care is a concern throughout the healthcare industry. The US Oncology Network, supported by McKesson Specialty Health, is one of the nation's largest networks of physicians devoted exclusively to cancer treatment and research, and is a pioneer in community-based cancer care. Annually, this nation-wide network of approximately 10,000 physicians, clinicians and administrators delivers high-quality, integrated cancer care to more than 750,000 cancer patients in their own hometowns. With patient support, education, finely-tuned evidence-based pathways and access to the latest technologies and therapies, patients treated through practices affiliated with The US Oncology Network can feel confident in the care they receive.
Through our exceptional leadership team that supports our vision -- that the long term vibrancy of community care will be achieved through the leadership of practices committed to clinical excellence and innovation - you can feel confident in our direction and your future.
Current Need
As part of the operations leadership team, this position is responsible for providing quality and efficient customer service to a wide range of customer segments through providing leadership, strategy, goals and direction to a team of approximately 75 employees, managers and supervisors, Additionally providing development, hiring, motivating, recognition, rewarding, coaching, training and problem solving strategies.
Position Description
Provides coaching, facilitation , team development, analysis, organization development in consultation with executive leaders and senior managers to implement and assure alignment with the organization's strategic plans
Reviews performance against operating plans and standards. Provides direction to subordinates regarding interpretation of results and approves changes in direction of plans.
Develops and implements operational strategies for segmented customer service functions.
Presents monthly reports on performance as requested by the VP/GM, and manages the escalation of issues while in alignment with the sales organization
Coordinates and collaborates with the sales organization to establishing and carrying out customer service strategies and deliverables.
Defines and recommends objectives in each line of business. These include specific short-term and long-term plans and programs, together with supporting budget requests and financial estimates.
Responds to customer concerns to ensure the highest level of satisfaction.
Minimum Requirements
10+ years customer service experience including 7+ years managerial experience, depending on area of assignment may be required to have relevant healthcare/insurance experience
Critical Skills
Minimum 5-7 years experience managing a Customer Service team, operations, or procurement function.
Must have led an organization of 25 or more people, preference is hourly employees.
A proven track record of developing service and support strategies
Strong administrative skills(technology aspect of call center, SLAs, must be metrics oriented)
Proven ability to recruit, train, and motivate personnel in order to balance staffing strength with profitability and growth.
Additional Knowledge & Skills
Advanced knowledge of customer service policies, practices and systems
Six Sigma experience preferred
Education
4-year degree in business or related field or equivalent experience
Physical Requirements
General Office Demands
10-25% travel
Benefits & Company Statement
McKesson believes superior performance - individual and team - that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it's flexible enough to meet the different needs of our diverse employee population.
We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.
But we can't do it without you. Every single McKesson employee contributes to our mission--whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company--and of healthcare. At McKesson, you'll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that's vital to us all.
McKesson is an equal opportunity and affirmative action employer - minorities/females/veterans/persons with disabilities.
Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
Agency Statement
No agencies please.

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