Client Support Specialist
McKesson

Job Info

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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.

McKesson is seeking a Client Support Specialist.

Reporting to the Senior Director, Contract Administration, the Specialist, Client Support is an integral role accountable for the achievement of our financial and operational performance targets and will drive continued financial, process and performance improvement.

The Specialist, Client Support is responsible for managing the relationship with payer clients by ensuring ongoing excellence in the internal management of existing programs and/or the implementation of new programs with that partner. The Specialist, Client Support is the primary external client contact in supporting the ongoing maintenance of an account and is responsible for providing solutions that proactively meet client program requirements. This person also operates as the core subject matter expert in understanding how Biologics can leverage its unique clinical focus to drive optimal payer agreements.

Key Responsibilities

Contracting & External Client Management

• Develop relationships with PBMs and payors to create the most efficient and seamless process for contract negotiations in order to explore opportunities for portfolio expansion.
• Coordinate all contracting activity associated with new drug launches, including pricing analysis and contracting guardrail development.
• Manage contracting, pricing approvals and performance metrics for medical payor contracts, troubleshooting rejections, identifying areas of risk and remediation and otherwise managing payer accounts.
• Primarily responsible for overall customer satisfaction with payor or PBM clients; acts as primary point of contact for the client related to projects and project status information, with focus on driving new business strategies designed to optimize commercial revenue in existing contracts.
• Collect and aggregate PBM market intelligence, assist in researching, evaluating, analyzing, and communicating all details regarding PBM contracts to educate and guide internal teams on how to optimize the profitability of PBM agreements.
• Provides proactive consultative services on process improvement, revenue generating & cost saving opportunities.
• Prepares and delivers quarterly business review collateral to drive pro-active client management.

Account Management & Optimization

• Manages client expectation regarding the delivery of services; key driver of account growth or recovery as needed.
• Monitors monthly performance against service level agreements and/or performance guarantees and works with pharmacy leadership to develop plans for corrective action if service level are not met.
• Understands, evaluates, and interprets data in order to accurately summarize meaning of information to the customer.
• Interacts with all internal departments to assist as needed in providing business understanding; primarily responsible for playbook development and pre-launch operational training and alignment.
• Ensures contractual requirements are upheld and ensures timely delivery of reports according to program SLA's.
• Validates quality of reporting prior to release to the client; when necessary, provides executive summary of quarterly reporting results and calls out strategic highlights.
• Responsible for managing onboarding and implementation timelines, cross-functional teams, interdepartmental communication for new program or contract launches. Maintains project plans and tracking logs as appropriate. Manages the change request process within the team.
• Responsible for identifying project priorities with customers and communicating priorities to internal team.

Operational Liaison Leader

• Serves as the direct operational and sales resource to address immediate patient or drug-specific contract needs or other inquiries, including business feasibility, warm transfers, and other contract discrepancies.
• Identifies trends in adjudication inquiries that necessitate contracting strategies and coordinates with key internal stakeholders to launch and track resolution.
• Participates in pre-launch business development meetings and works directly with the Payor Access leadership, to confirm contracting and launch strategies.

Minimum Requirement

• Degree or equivalent and typically requires 4+ years of relevant experience.

Education

• Degree or related, equivalent experience.

Critical Skills

• Minimum four (4) years' experience in healthcare working in operational or compliance roles.
• Minimum five (4) years' experience in healthcare contracting, client management, financial management, business development, sales, consultative or program management experience; direct client management/sales experience and/or experience in heavily regulated industry is strongly preferred.
• Proven background in direct management of complex client relationships and ability to communicate effectively across enterprise.

Additional Skills

• In-depth knowledge of the insurance or healthcare market; reimbursement and pricing models, experience, and knowledge of compliance activity in heavily regulated industry.
• Demonstrate excellent verbal and written communication skills and have the ability to communicate tactfully with department heads, manager, coworkers, and clients to resolve problems and negotiate resolutions.
• Attention to detail and proven organizational skills.
• Demonstrate analytical skills and the ability to identify trends in large amounts of data, as well as the ability to communicate insights effectively.
• Ability to prioritize and meet deadlines.
• Self-motivator with ability to apply knowledge to new situations.
• Collaborative, customer focused, and able to create visible value to client and within the organization.
• Detailed understanding and experience with process documentation and improvement.
• Ability to learn and absorb new information, processes, or tools.
• Ability to cross-train others on key tasks and responsibilities.
• Proficiency with Microsoft Office Suite.
• Competence with Adobe Pro.

Work Environment

• Able to travel overnight domestically 10% of the time.
• Hybrid work environment - Ideally located in North Carolina (Cary/Raleigh) or a state in the East/South Region.
• Must be authorized to work in the US unrestricted - This position is not eligible for sponsorship.

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!

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