Job Description

McKesson, l'une des 10 premieres entreprises du classement Fortune Global 500, touche a pratiquement tous les aspects des soins de sante et s'emploie a faire une reelle difference. Nous sommes reconnus pour notre capacite a offrir un savoir, des produits et des services qui rendent les soins de qualite plus accessibles et plus abordables. Chez nous, la sante, le bonheur et le bien-etre de nos gens et des personnes que nous desservons sont prioritaires--et nous tiennent a coeur.


Ce que tu fais chez McKesson a de l'importance. Nous favorisons une culture ou tu peux t'epanouir et avoir un impact, et ou tu es encourage a proposer de nouvelles idees. Ensemble, nous faconnons l'avenir de la sante pour nos patients, nos communautes et nos equipes. Si tu souhaites des aujourd'hui contribuer a la sante de demain, nous aimerions avoir de tes nouvelles.


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.

Resume du poste

Le/la specialiste principal(e) bilingue des services aux patients (contrat de 18 mois) joue un role essentiel au sein de l'equipe des services aux patients. Il est responsable de la coordination et de la prestation des services lies aux programmes de soutien aux patients offerts par McKesson Specialty. Ce poste implique des interactions avec les patients, les compagnies d'assurance, les pharmacies, les medecins et autres professionnels de la sante afin d'introduire certaines therapies chez les adultes et d'explorer et obtenir la couverture pour les medicaments prescrits. Le role exige une comprehension et un respect des procedures operationnelles normalisees a l'echelle de l'entreprise, de la division, du departement et du programme.

Responsabilites specifiques

Etre l'expert en la matiere pour le medicament prescrit et presenter cette therapie a d'autres cliniques Effectuer les activites d'inscription des professionnels de la sante et des patients, selon les protocoles du programme et les procedures departementales applicables Examiner, analyser et valider les informations fournies par les patients et les professionnels de la sante pour en assurer l'exactitude et l'exhaustivite afin de demarrer les services Suivre les protocoles du programme pour planifier les prochaines etapes appropriees et assurer la continuite des services aux professionnels de la sante et aux patients Saisir les donnees pertinentes recues a differents points de contact pendant la prestation des services du programme Repondre aux appels de renseignements generaux recus par telephone, plateformes web ou en personne, concernant les services du programme, l'etat de la maladie ou les questions liees au produit, selon les informations fournies dans les documents du programme Realiser des sondages aupres des patients et autres utilisateurs du programme, selon la documentation fournie, et saisir les donnees recueillies Collaborer avec les cabinets medicaux, les fournisseurs de services de perfusion et autres parties pour offrir un service complet et coordonne aux patients et aux medecins Recevoir, enregistrer et signaler les evenements indesirables, conformement aux instructions de travail du programme Effectuer des activites de surveillance de pharmacovigilance Coordonner les activites du programme et les interactions interdisciplinaires, et travailler directement avec les cliniques pour fournir un soutien et une collaboration continue dans la prestation des services du programme Posseder une expertise dans une ou plusieurs fonctions au sein du groupe des services aux patients, assurer le mentorat, la formation et le suivi dans ce domaine Participer au suivi de la qualite des services fournis, selon les directives du gestionnaire du departement Effectuer toute autre tache assignee.

Responsabilites generales

Respecter les normes professionnelles prescrites par les associations professionnelles et McKesson, le cas echeant Participer et contribuer aux activites d'amelioration continue du departement liees aux processus, a la qualite et a la formation Participer a l'elaboration de rapports et d'outils permettant d'identifier les signaux d'incomprehension, de mauvaise conduite, de fraude ou autres incidents lies aux participants du programme Aider a l'examen des donnees agregees pour identifier les tendances du programme et les communiquer de maniere appropriee Maintenir l'exactitude des donnees du programme en verifiant la completude et la coherence de la documentation.

Exigences du poste

Connaissances/Education

Infirmier(ere) autorise(e) avec un permis d'exercice en cours ou en attente, ou dans certains cas, autres professionnels de la sante tels que medecin, infirmier(ere) (forme(e) au Canada ou a l'etranger) Connaissance de la terminologie medicale, de l'environnement des soins de sante, du paysage du remboursement, des connaissances therapeutiques et liees aux produits Comprehension et respect des procedures operationnelles normalisees a l'echelle de l'entreprise, de la division, du departement et du programme

Experience

De un a trois ans d'experience dans un poste precedent Capacite demontree a communiquer efficacement et avec empathie par telephone et en personne Experience dans le secteur des soins de sante, incluant notamment les reclamations medicales, la verification d'assurance, la pharmacie et/ou les fabricants pharmaceutiques, est preferable.

Competences cles

Competences informatiques/applications : Utilisation requise de fonctions de recherche sur des applications Windows, plateformes web et systemes informatiques proprietaires ; capacite a utiliser un logiciel de telephonie base sur un commutateur Resolution de problemes : Capacite a resoudre rapidement et efficacement les problemes, meme dans des circonstances complexes ; les problemes difficiles sont referes au superviseur Service a la clientele externe : Excellentes competences en service a la clientele avec les patients, medecins et autres clients ; resolution des plaintes Planification/Coordination du travail : Capacite a initier la planification et la coordination des activites avec les membres de l'equipe ; ajustement approprie des plans de travail Innovation : Capacite a proposer des innovations au superviseur ; essaie differentes approches en cas d'echec initial ; anticipe les problemes et developpe des alternatives Conditions de travail : Capacite a travailler de maniere autonome et a prendre des decisions appropriees ; peut etre amene(e) a travailler en rotation Competences linguistiques : Capacite a communiquer a l'oral et a l'ecrit en anglais et en francais est souhaitee, et parfois obligatoire Deplacements : Permis de conduire valide, assurance automobile en cours et acces a un moyen de transport fiable pour les deplacements regionaux.

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Job Summary

The Bilingual Senior Patient Services Specialist (18-months) 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 introduce certain therapies in adults and explore and obtain coverage for the prescribed medication. The role involves understanding and adherence to corporate, divisional, departmental and program specific standard operating procedures.

Specific Responsibilities

Be the subject matter expert for the prescribed medication and introduce this therapy to other clinics Perform HCP and patient registration activities, according to program protocols and applicable departmental procedures Review, analyze and validate information provided by patients and HCPs for accuracy and completeness to ensure initiation of services Follow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to HCPs and patients Process data entry activities of pertinent information received at different points of contact during the delivery of program services Provide answers to general inquiry calls submitted via telephone, web-based platforms or in person, on program services, disease state or product related questions, based on information provided as part of the program materials Perform surveys on patients and other program users, based on documentation provided and perform data entry activities on information received Liaise with physicians' offices, infusion services providers and other parties to provide comprehensive and coordinated service to patients and physicians Receive, record and report Adverse Events, as per program working instructions Perform Pharmacovigilance surveillance activities Coordinate program activities and interdisciplinary interactions and work directly with clinics to provide support and ongoing collaboration for delivery of program services Have expertise in one or more job functions within Patient Services group, mentoring, training and monitoring that area of responsibility Participate in quality monitoring of services delivered, as assigned by departmental Manager Other duties as assigned.

General Responsibilities

Adhere to professional standards as prescribed by the professional associations and McKesson as applicable Participate and assist in departmental continuous improvement activities related to process, quality, training Participate in the development of reports and tools for identifying signals that will flag misunderstanding, misconduct, fraud or other out of protocol program participant related incidents Assist with reviews of aggregate data to identify program trends and communicate these trends appropriately Maintain program data accuracy through review of program documentation for completeness and consistency.

Job Requirements

Knowledge/Education

Registered Nurse with current registration or pending registration, or in some instances other Health care Professionals such as MD, Nurse (domestic or foreign trained)

Knowledge of medical terminology, health care environment, reimbursement landscape, therapeutic and product related knowledge

Understanding and compliance with corporate, divisional, departmental and program specific standard operating procedures

Experience

More than one year and up to three years in a previous job or jobs Demonstrated ability to communicate efficiently and in an empathetic manner over the phone and in person Experience in the healthcare industry including, but not limited to medical claims, insurance verification, pharmacy and/or pharmaceutical manufacturers is preferable.

Key Competencies

Computer/Application Skills: Required to use menu-driven retrieval and search functions on Windows based applications, web-based applications and proprietary information technology systems; ability to use a switch-based telephony software, etc. Problem Solving: Navigates quickly and effectively to resolve problems and obstacles, even when complex and unique circumstances occur; responds to recurring problems by investigating the underlying causes and taking steps to eliminate them. Only difficult problems are referred to supervisor External Customer Service: Excellent customer service skills in dealing with patients, physicians, and other clients, resolve customer complaints Planning/Coordinating Work: Required to initiate planning and coordination of activities with other members in the work group, make appropriate adjustments to one's own work plans Innovation: Expected to suggest innovations to the supervisor which affect the job or its workflow. Tries different approaches when initial efforts to solve problems fail; anticipates possible problems and develops alternatives Working Conditions: Able to work independently and make appropriate decisions, may be required to rotate shifts Language Skills: Ability to communicate written and verbally in both English and French is desired and, in some cases, mandatory Travel: Valid Driver's License, current auto insurance policy and access to reliable transportation, for regional travel.

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.

Notre echelle salariale de base pour ce poste

Our Base Pay Range for this position

$51,200 - $85,400
McKesson est un employeur qui adhere aux principes d'egalite d'acces a l'emploi.


McKesson offre des possibilites d'emploi egales aux candidates et aux employes, et s'engage a creer un environnement diversifie et inclusif, sans distinction de race, de couleur, de religion, de sexe, d'orientation sexuelle, d'identite de genre, d'origine nationale, de statut de veteran protege, de handicap, d'age ou d'informations genetiques. Pour en savoir davantage sur les politiques de McKesson a cet egard, veuillez consulter notre page sur l'egalite des chances en matiere d'emploi.

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!