Description |
As the world's largest healthcare services company with more than $100 billion in annual sales, McKesson Corporation (McKesson) is a Fortune 15 Corporation that provides pharmaceutical supply management and information technologies across the entire continuum of healthcare.
McKesson Health Solutions delivers market-leading solutions that drive clinical and business intelligence into every healthcare decision to help payors and providers optimize the quality and cost of care. Our clinical and technology tools and experts help clients validate appropriateness of healthcare services, automate authorizations, manage advanced diagnostics utilization, manage chronic disease, optimize claims payment decisions, and harness the transformative power of analytics. We achieve these results through five major product lines: innovative solutions including auto-authorization tools from Advanced Diagnostics Management; business intelligence solutions from the Care Management software product line; market-leading code audit solutions from the Claims Performance product line; the industry-leading InterQual® criteria for evidence-based clinical decision support; and whole-person Care Management services for chronic disease management and nurse triage.
Position Description
The Director of Client Services manages a team of Client Services Managers and oversees all implementation and day-to-day support activities for assigned customer accounts. Responsibilities include hiring, training and professional development of Client Services Managers, maintaining appropriate staffing and account assignments, and acting as a resource and first level of escalation for resolution of client problems. The Director of Client Services interacts directly with both clients and internal management to address and resolve a wide variety of customer support issues. The Director of Client Services evaluates the performance of Client Service Managers, and is instrumental in implementing and evaluating process improvements with the goal of increasing client satisfaction, loyalty and retention.
Key Responsibilities:
1. Directly manages Client Service Managers (CSM) who are responsible for the day-to-day operational account management of the MHS's full client base (government and commercial accounts). Assist CSM's in identifying and resolving issues, implementing new clients and/or services, retaining existing clients, and identifying areas for improvement in client program and internal support processes. Acts as escalation point as needed for all operational client management issues.
2. Responsible for hiring and developing CSMs, determining appropriate staffing levels and account assignments.
3. Represent MHS client base in cross functional meetings (ie, production support, quality improvement, operational forecasting, etc.).
4. Work with other departments to identify areas for internal improvements and work collaboratively to achieve efficiencies for client support.
5. Communicate current account and project statuses as well as opportunities for improvement with Management.
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Requirements |
Minimum Requirements
5 years experience in healthcare or related field, 3-5 years personnel management, 3-5 years project management experience
Additional Knowledge & Skills
- Excellent project management skills, with strong detail orientation
- Ability to direct the implementation process
- Strong problem solving/data analysis skills
- Ability to direct multiple tasks/projects
- Ability to identify issues affecting client satisfaction and propose and implement solutions
- Strong leadership qualities and ability to motivate employees
- Team orientation and ability to work effectively across functional areas of the company
- Ability to manage the work of other departments with collaborative communication
- Excellent attention to detail
- Ability to complete projects within specified timeframe
- Strong written and oral communication skills
- Ability to think independently
- Strong results orientation.
- Ability to work comfortably in a technical environment, including strong working knowledge of PC-based programs
- Experience working in task force environment
- Strong interpersonal skills
- High level of initiative, ability to work with minimal supervision
- Ability to build effective relationships at the middle manager level
- Assess customer situations, identify and affect solutions or escalate them to the Senior Account Manager or other management team member when appropriate
Education
Masters level degree or equivalent experience
Physical Requirements
General office demands; some travel
Company Statement
McKesson offers a competitive compensation and benefits package.
McKesson is everywhere in healthcare. We offer a wealth of opportunity for individuals with a desire to make a difference in providing industry-leading, integrated healthcare services and solutions. Individuals with the passion to be a part of our entire continuum of patient-focused care. It's you and McKesson - empowering healthcare.
As an equal opportunity employer, McKesson Corporation unites the talents and contributions of all to advance the power of healthcare.
Agency Statement
No agencies please.
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