Senior Patient Services Specialist

The Senior 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.

• 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
• 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

• 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 in the healthcare industry including, but not limited to medical claims, insurance verification, pharmacy and/or pharmaceutical manufacturers is preferable
• 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

• Medical, Dental, and Vision
• Health Spending Accounts
• Flexible Spending Accounts
• 401(k) (U.S.)
• Pension (Canada)
• Employee Stock Purchase Plan
• Mental Health Programs
• Flexible Schedules
• Paid Time Off
• Wellness Program
• Education Reimbursement
• Volunteer Opportunities

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