[Remote] Director, Rare Disease Operations
Note: The job is a remote job and is open to candidates in USA. McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. The Director, Rare Disease Operations will oversee the daily operations of the Rare Disease program, managing a team and implementing strategies to enhance customer satisfaction and operational efficiency.
Responsibilities
- Lead, mentor, and motivate a team to achieve performance goals and maintain high levels of customer satisfaction
- Conduct regular performance reviews and provide constructive feedback and development plans for team members
- Foster a positive work environment that encourages teamwork, open communication, and continuous improvement
- Manage day-to-day operations of assigned programs, ensuring efficient and effective service delivery
- Develop and implement operational policies, procedures, and standards to optimize performance
- Monitor call center metrics and KPIs, such as call volume, response times, and customer satisfaction scores
- Instill a culture of going above and beyond to exceed the patient, provider, and client expectations
- Regularly evaluate systems, tools, and work instructions to ensure they are up to date and team members have been appropriately trained
- Assess and address team performance against internal standard operating policies and procedures
- Ensure all operations adhere to industry regulations, standards, and best practices
- Ensure that all customer interactions are handled professionally and in accordance with company standards
- Analyze customer feedback and trends to identify areas for improvement and implement solutions to enhance customer experience
- Develop and execute strategies to enhance efficiency and effectiveness
- Identify and implement new technologies and tools to improve operations
- Prepare and manage budgets, forecasts, and resource allocations
Skills
- Degree or equivalent experience
- Typically requires 12+ years of professional experience and 4+ years of management experience
- Bachelor's Degree or equivalent experience
- 12+ years' experience within specialty pharmacy, or other relevant pharmaceutical industry services
- Previous experience effectively coaching and managing a team responsible for pharmacy or reimbursement operations including proven record of motivating a team to perform above expectations
- Strong understanding of pharmacy operations, technology, and best practices
- Experience in the specialty healthcare or pharmaceutical segment with understanding of healthcare continuum and relationship between manufacturers, patients, providers, and payers
- Exceptional written and verbal communication skills, along with collaboration skills and ability to influence others; ability to build credible relationships across multi-business units, management teams, executive teams, business partners, current and prospective clients
- Excellent grammar and vocabulary skills including the ability to compose complex proposals as well as edit content
- Proven track record of analyzing operational data, formulating, and executing on action plans related to data insights
- Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint
- Ability to manage complex issues, function independently, demonstrate flexibility, as well as the ability to work effectively with remote internal and external teams
- Innovative mindset always seeking continuous improvement through use of various techniques (Six Sigma, Lean, …)
- Critical thinking, analytical, research, and problem-solving skills
Benefits
- McKesson is 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.
- 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.
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