Job Description

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.
Job Summary
The Patient Services Specialist is an integral part of the Patient Services team, responsible for the coordination and delivery of services related to the patient support programs offered by McKesson Specialty. The role involves interactions with patients, insurance companies, pharmacies, physicians and other health care professionals (HCPs) to explore and obtain coverage for the prescribed medication as well as management of the patient cases.
Section B - General Responsibilities
The Patient Services Specialist will be responsible for the timely enrollment of the patient into the Patient Support Program
Liaise with the patient, insurer and physician regarding the documentation required for maximum reimbursement coverage, including the exploration of all public and private insurers and providing employer escalations as required
Conduct information and conduct patient financial assessment eligibility based on program guidelines
Provide responses to general inquiry calls based on information provided as part of the program materials
Coordination with Specialty and Retail pharmacies to ensure that the patient has access to the required treatment
Proactively monitor the patient's file to ensure that reimbursement and financial assistance renewals are done in a timely manner
Process documents supporting the patient's care, including infusion reports, lab results, copays
Receive, record and report Adverse Events as per the Pharmaceutical Manufacturer requirements
Participate and assist in departmental continuous improvement activities related to process, quality, training, etc
Maintain service levels in case management, including telephone answer rates, time to initial contact with the patient, Adverse Events reported within twenty-four hours of receipt and any other Key Performance Indicators established as the Program level
Perform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing
Executing other ad-hoc duties, as they are assigned.
Section C - Position Requirements
Experience in the healthcare, pharmaceutical or insurance industry would be an asset
Strong customer service, communication, problem solving skills required
Comfortable working in a contact centre environment
Proficient in Microsoft Office applications (Word/Excel)
Team Player
Post-secondary education or equivalent
Organized with a high attention to detail
Excellent verbal and written skills on English (and French if a Bilingual role)
Flexibility in working rotational or variety of different hours (hours of operation are 8 am to 8 pm Monday to Friday).
Section A - Resume du poste
Le ou la gestionnaire de cas des services de sante fait partie integrante de l'equipe des services aux patients et assume la coordination et la prestation des services lies aux programmes de soutien aux patients offerts par McKesson Services specialises. Le role consiste a interagir avec les patients, compagnies d'assurances, pharmacies, medecins et autres professionnels de la sante (PS) en vue d'etablir la couverture offerte pour les medicaments sur ordonnance et d'obtenir cette couverture, de meme qu'a veiller a la gestion des cas des patients.
Section B - Responsabilites
Inscrire en temps opportun les patients au programme de soutien aux patients.
Assurer la liaison entre le patient, l'assureur et le medecin quant a la documentation requise pour obtenir un remboursement maximum, ce qui comprend explorer ce qu'offrent tous les assureurs publics et prives, et transmettre a une instance superieure chez l'employeur au besoin.
Recueillir des renseignements et realiser une evaluation financiere de l'admissibilite des patients en fonction des lignes directrices du programme.
Repondre aux demandes de renseignements generales soumises par telephone selon l'information fournie dans le materiel du programme.
Assurer la coordination avec les pharmacies specialisees et de detail pour veiller a ce que le patient ait acces aux traitements requis.
Suivre proactivement le dossier du patient pour s'assurer que le remboursement et le renouvellement de l'aide financiere soient faits a temps.
Traiter les documents appuyant les soins au patient, dont les rapports de perfusion, les resultats d'analyses de laboratoire et les coassurances.
Recevoir, consigner et communiquer les evenements indesirables, conformement aux exigences du fabricant de produits pharmaceutiques.
Participer et contribuer aux activites du service concernant l'amelioration continue des processus, de la qualite, de la formation, etc.
Maintenir le niveau de service dans la gestion de cas, y compris le taux de reponse aux appels telephoniques, le delai avant le contact initial avec le patient, la consignation des evenements indesirables dans les 24 heures suivant leur declaration et tout autre indicateur de rendement cle etabli pour le programme.
Proceder a la saisie des donnees, repondre aux appels entrants, faire des appels, gerer le logiciel de courriel et de telecopie et realiser des taches administratives generales, comme des telecopies et de la tenue de dossiers.
Executer d'autres taches, au fur et a mesure qu'elles sont assignees.
Section C - Competences
Experience dans le secteur des soins de sante, dans l'industrie pharmaceutique ou dans le domaine des assurances (atout)
Aptitude a travailler dans un environnement de centre d'appels
Fortes aptitudes en service a la clientele, en communication et en resolution de problemes
Maitrise des logiciels Microsoft Office (Word/Excel)
Etudes postsecondaires ou equivalentes
Organisation et fort souci du detail
Aptitude au travail d'equipe
Excellentes aptitudes a communiquer a l'oral et a l'ecrit en anglais (et en francais dans le cas d'un poste bilingue)
Flexibilite a travailler selon des quarts de travail varies ou rotatifs (les heures d'exploitation sont de 8 h a 20 h du lundi au vendredi).
#LI-JT2
Le/la titulaire de ce poste aura a soutenir de facon quotidienne des clients internes et/ou externes a l'exterieur du Quebec et/ou aux Etats-Unis. Par consequent, ce poste requiert une maitrise de l'anglais a l'ecrit et a l'oral. Veuillez noter que le nombre de postes dont les taches requierent une connaissance de la langue anglaise a ete restreint dans la mesure du possible.
The incumbent of this position will provide daily support to internal and/or external clients outside Quebec and/or in the United States. Therefore, he/she must be proficient in spoken and written English. Please note that the number of positions requiring English language skills has been limited where possible.
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
Our Base Pay Range for this position
$47,300 - $78,800
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 page.
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Skills Required