[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.

Company Overview

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