Sr. Call Center Quality Specialist

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.

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.

Purpose

The Call Center Quality Specialist is a critical role within the team, responsible for providing support to Operations to ensure team compliance in day-to-day program interactions and high-quality service for patients, providers, and clients.

The Call Center Quality Specialist will uphold the culture of quality by fostering an environment of positive communication and continuous learning. The Call Center Quality Specialist will proactively identify potential quality opportunities through auditing of operational procedures, key performance metrics, and transactions to ensure that operational processes are being executed in accordance with defined processes, policies and procedures, regulations, and service level standards.

Compensation: The target budget for this role is at $23/hour.

Key Responsibilities

The primary role of the Call Center Quality Specialist falls into specific categories:

• Execute the Quality Control monitoring program with a proactive, action-oriented focus to exceed customer expectations, as well as industry and regulatory quality standards.

• Evaluate people, process and technology improvements to enhance Biologics' ability to improve customer satisfaction and maintain compliance.

This includes, but not limited to:

• Operations workflow

• Telephone interactions

• Documentation processes

• Timeliness and accuracy of processes versus performance metric goals

• Compliance to HIPAA and Adverse Events

• Be fair and consistent with feedback and assume positive intent when providing feedback while considering how the recipient may receive the feedback.

• Give actionable recommendations for improvement.

• Document and report findings of identified opportunities for improvement and/or instances of variance from procedure in a timely manner.

• Formulate recommendations to improve team quality and track action/ remediation efforts with a focus on continuous improvement.

• Work collaboratively with Quality Assurance to ensure congruent quality efforts and knowledge transfer

• Provide support by working with Program Management and Business Intelligence to pull and analyze data reports

Minimum Requirements

Typically requires 5+ years of related experience.

Critical Skills

• Proficiency in Microsoft Word, Excel, and PowerPoint applications

• Strong quality orientation including the ability to focus on details and adherence to standards

• Ability to communicate effectively, both written and oral

• Strong problem-solver with the ability to present issues clearly and provide answers

• Highly motivated and committed to excellence with a positive attitude

• Able to accept and deliver feedback from and to all levels within the organization

Additional Skills

• Healthcare or pharmacy experience a plus

• 1 year quality experience a plus

• Bachelors or equivalent experience in a related field a plus

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, pleaseclick here.

Our Base Pay Range for this position

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!