Pharmacy Engagement Specialist, Managed Care

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Health Mart Atlas is the largest PSAO (Pharmacy Services Administration Organization) offering industry-leading, centralized managed care solutions to over 6,000 independent and small & medium chain pharmacies, nationwide. Health Mart Atlas obtains and manages third-party contracts, improves revenue cycles, and decreases the time spent dealing with PBM (Pharmacy Benefit Management) issues. Health Mart Atlas provides its members with the scale and leverage needed to effectively compete in today's marketplace to gain access to patients and preferred networks.

Job Summary: The Pharmacy Engagement Specialist provides dedicated support to key customers and buying group accounts promoting PSAO satisfaction, strategic alignment, and differentiated customer support. This position works with a dotted line to the Account Managers and other Specialists assigned to each key customer group. Team members build rapport with members and contacts affiliated with key customer groups by providing timely and accurate responses, conducting efficient research and supporting issue resolution. Identifying opportunities to deliver proactive support, present specific updates on HMA QBRs, and appropriately escalate issues to limit disruption to HMA members, affiliated GPOs and/or McKesson distribution is an important component of day-to-day activity. In addition, our Pharmacy Engagement Specialists support the broader HMA membership through answering inbound calls and responding to service box inquiries from existing Health Mart Atlas members. This role also supports outbound calls to current customers to follow up on open issues, returning voicemails left for the department and partaking in call campaigns. This position is an elevated role within the Customer Service department and will act as a mentor to core Customer Service Representatives supporting their job knowledge, growth, and development. The Pharmacy Engagement Specialist will assist with escalated or sensitive issues for PSAO members and internal customers.

Our ideal candidate must have an excellent understanding of retail pharmacy industry, comfort with learning and educating others on managed care topics such as reimbursement rates, DIRs, MAC pricing, preferred networks, Pharmacy performance (operational & clinical), and the PBM and Payor market. This role requires excellent communication, collaboration, customer service, time management and follow-up skills.

Key Responsibilities

• Answer inbound calls and emails from existing Health Mart Atlas pharmacies regarding general Managed Care support and needs. Work assigned issues and tasks. Appropriately resolve issues and follow-up with members.

• Provides dedicated support to assigned key customer/ GPO partner accounts, regarding Managed Care needs such as adjudication issues, payment research, contract solicitations, understanding various reimbursement methodologies, support with credentialing and PSAO initiatives, and reimbursement issues. Support through inbound/ outbound calls and email directly to pharmacy contacts, GPO leaders, Account Managers and others as needed.

• Collaborate with Account Manager(s) and cross-functional teams to support value proposition, performance opportunities, true-ups/ collections, contracting updates, industry trends, escalation resolution, and QBRs. Attend regular check-in calls with key customers as needed. Manage contract reviews (utilizing Tableau reports) for the general membership and other complex issues.

• Provide leadership within the Customer Service team to help develop other CSRs through active engagement in team meetings, shadowing and working with Pharmacy Engagement leadership and trainer to improve processes.

Minimum Requirement

• Degree or equivalent and typically requires 2+ years of relevant experience.

Education

• High School Diploma or Equivalent

Critical Skills

• 2+ years Customer Service call center environment experience needed

• Working knowledge of pharmacy operation (pharmacy technician), retail pharmacy business and the managed care knowledge (i.e. Pharmacy Benefit Management, Narrow Networks, MAC pricing) preferred

• Effectively manage customer expectations in terms of service and issue resolution

• Proven successful in critical thinking and decision making

• Strong analytical and customer driven approach to the daily management of multiple competing tasks

Additional Skills

• Excellent organizational skills

• Strong communication skills (verbal/written)

Working Conditions

• Environment: General office

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.

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