Practice Support Liaison
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.
Our mission is to help payers, biopharma companies, researchers and healthcare providers improve outcomes, accelerate access to care and reduce risk — all by focusing on the patient first. With a multidisciplinary, oncology-only approach, we bring deep expertise to a complicated disease bringing humanity and efficiency to oncology risk management.
Working Shift will be Monday - Friday, 11a - 8p
Purpose
The Practice Support Liaison (PSL) is a critical role within the Pharmacy Operations of Biologics that is responsible for overseeing, resolving, triaging, and reporting on potential services issues affecting providers and patients so that exceptional customer service is delivered. As the direct point of contact for Healthcare Providers (HCPs), the PSL is responsible for managing the day to day relationships with assigned prescriber offices which also reduces the workload of those within the pharmacy operations by responding to customer inquiries and delivers high-touch customer service by facilitating the successful processing of prescriptions, including aspects of the operational workflow themselves when needed (e.g. performing benefits investigation, facilitating financial assistance for patients, and performing refill delivery setup).
The PSL manages the Biologics and prescriber office relationship by acting as the main point of contact with clients post-onboarding to ensure needs and expectations are met. Performs account maintenance by proactively identifying potential gaps in the dispensing process for their assigned offices and addressing those gaps, assisting with the referral process, facilitating the successful processing of prescriptions, and handling customer concerns, account issues, and escalated support inquiries. Handles issues when able and directs clients to appropriate department for issue resolution if needed. This person works collaboratively with and consults with other team members (the field-based sales, sales support, and operational teams and leadership) to make sure mutual objectives are met for physician partners and to ensure the smooth transition of a pharmacy prescriber target to a long-term pharmacy client.
This individual will have working knowledge of the entire range of pharmacy services. They are motivated by working in a team environment for the collaborative achievement organizational goals. This person will exhibit strong phone etiquette skills and complete a significant volume of impactful customer engagement activities daily. The PSL is responsible for the office staff education, problem resolution and overall customer satisfaction. He or she is comfortable with managing multiple priorities in a fast-paced environment. Driven to provide customer satisfaction, deepen engagement, and promote client loyalty.
The PSL is responsible for maintaining communication with key customers by developing close business relationships to sustain valued partnerships, monitoring market conditions while remaining alert to opportunities and to ensure on-going account servicing in a manner that maximizes customer satisfaction while favorably positioning Biologics as the market leader for oncology or rare specialty pharmacy needs.
The ideal candidate is passionate about delivering exceptional customer service and does do while promoting McKesson’s ICARE and ILEAD principles both internally and externally.
Key Responsibilities
Client Communication and Relationship Management Act as a single point of contact and provide management of the Biologics and prescriber relationship. Proactively provides patient statuses to HCPs daily or as requested by HCP. Tracks referral completeness and addresses gaps in referral submissions. Follows up with HCPs to promote best practices and provide feedback on patient status.
Issue Resolution Partnering with various Operations teams, proactively intervenes on potential service issues. Escalates urgent matters as needed to maintain exceptional customer service. Provides feedback to HCPs on escalated cases and determines corrective action to avoid repetitive errors. Assist operational teams with performing aspects of the pharmacy workflow when needed to expedite prescription processing and fulfillment.
Tools & Resources Support provider onboarding through the PSL portal and clarifying communication preferences to be documented in CareTend (pharmacy system). Efficient management of email inbox.
Customer Experience & Internal Operations Develop a knowledge base of the marketplace, business environment, account dynamics and customer concerns to deepen customer relationships. Share best practices with team members to enhance skills of others, improve and increase leadership/mentor skills.
Client Retention Participates in customer QBRs (Quarterly Business Review) with field sales to demonstrate the value of the PSL service and promote client loyalty. Work with assigned prescriber offices to cultivate future referral opportunities.
Minimum Requirement
Degree or equivalent and typically requires 4+ years of relevant experience.
Education
Bachelor’s degree or higher preferred in healthcare or business-related field or equivalent experience.
Certification
Pharmacy Technician certification preferred.
Want more jobs like this?
Get jobs in Cary, NC delivered to your inbox every week.
Critical Skills
Knowledge of healthcare terminology and experience in a healthcare environment
4+ years of experience working in Pharmacy operations or customer service
Understands patient’s clinical, financial, and emotional needs related to specialty pharmacy
Additional Skills
Highly motivated and committed to excellence with a positive attitude
Strong organizational skills, ability to prioritize and work under pressure and multi-task effectively.
Proficiency in Microsoft applications
Exceptional written and verbal communication skills; excellent customer service skills
Ability to effectively build rapport and create relationships with Health care providers and internal staff
Client-focused service mentality with sense of urgency to resolve issues
Account Management experience
Working Conditions
Environment (Office, warehouse, etc.) – Remote office
Position is home-based with occasional office or travel requirements (5-10%).
Travel to current/potential customer sites, clinician meetings and company events.
Current driver’s license required.
General office demands (standing/sitting.)
We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.
Our Base Pay Range for this position
$69,800 - $116,300
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
Join us at McKesson!
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion