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.
Biologics by McKesson Mission
At Biologics by McKesson, our mission is to simplify access to medication and deliver personalized care that helps patients achieve the best-possible outcomes — one patient, one partner, one therapy at time.
Position Summary
The Hub Operations Director will be responsible for overseeing the daily operations of our Hub, managing a team of customer service representatives, patient access specialist, case managers, and implementing strategies to enhance customer satisfaction and operational efficiency. The ideal candidate will possess strong leadership skills, a patient-centric mindset, and a proven track record in Hub management.
Key Responsibilities
Team Leadership: Lead, mentor, and motivate a team of Hub agents 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.
Operational Oversight: Manage day-to-day operations of the Hub, ensuring efficient and effective service delivery. Develop and implement operational policies, procedures, and standards to optimize Hub performance. Monitor call center metrics and KPIs, such as call volume, response times, and customer satisfaction scores.
Operational Quality: 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. Proactively manage risks associated with hub services and implement mitigation strategies.
Customer Experience: 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 the customer experience.
Strategic Planning: Develop and execute strategies to enhance Hub efficiency and effectiveness. Identify and implement new technologies and tools to improve Hub operations. Prepare and manage budgets, forecasts, and resource allocations for the Hub.
Minimum Requirement
Typically requires 12+ years of professional experience and 4+ years of management experience.
Education
Bachelor’s Degree or equivalent.
Critical Skills
4+ years’ experience as a people leader within a Hub environment as well as 12+ years’ experience within specialty pharmacy, or other relevant pharmaceutical industry services.
Previous experience effectively coaching and managing a team responsible for Hub operations including proven record of motivating a team to perform above expectations.
Strong understanding of Hub 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 proposal as well as edit content to ensure it is representative of the end customers needs.
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
Additional Skills
4+ years of experience managing Hubs
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
Job Working Conditions
Environment: Office environment
Physical Requirements
Office environment. 20% travel required.
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
$115,400 - $192,300McKesson 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.
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