Sr. Customer Care Representative - Us Oncology Network

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.

The US Oncology Network (USON) Dedicated Representative is both an internal and external customer facing role. The representative will be responsible for a limited book of business (3-5 High Profile Accounts) that are members of the US Oncology Network. They are single-handedly responsible for their day to day business, which includes but not limited to order processing, calls, order tracking, quarterly buy-ins, assisting with new account sets up, Customer Center training and assistance to ensure customer satisfaction for that book of business. In addition to the customer, they are also responsible to help with trouble shooting and problem solving, day to day activity, product knowledge and sales reporting. Daily use of BW and the SAP reporting software will be an active part of this position. Any reporting either daily/weekly/monthly for the customer as requested by the customer or USON Support Team will fall solely on the USON Dedicated Representative’s list of responsibility.

The USON Dedicated Representative strong knowledge of SAP, Finesse, and Multiple Microsoft Office applications such as Excel, Word and PowerPoint. Excel skills will include formatting, the use of multiple functions, charts and various tables. They must be able to work under a restrictive time schedule and work well under pressure. They are also required to monitor, and resolve assigned SalesForce cases in their queue and manage any stretch projects or assignments as given to their supervisor. The representative must also have a strong knowledge of the USON Network, its members, its sales strategy and goals and overall policy and procedure for the Network.

As both an internal and external customer facing member of the MSH team, the USON Dedicated Representative is to conduct themselves in a professional manner always. The USON Dedicated Representative is to treat both internal and external customers with empathy and always strive to provide our customers first call resolution

If selected, the candidate must be willing to work in a high-volume call center environment where they are seated at a desk, process information on a computer and answering calls through a headset for the extent of their shift. Upon completion of training, the agent will be required to pass the Effortless examination as well as meet or exceed all KPI’s (Call Quality Monitoring, Case Evaluation, Effortless, Adherence to schedule, Interactions and RightTime).

Schedule: Must have the availability to work Monday through Friday between 7 AM - 7 PM.

Key Responsibilities

• Enters Assigned Customer Orders received via phone, email or fax.
• Completes ongoing training as assigned.
• Customer Center Credentialing
• Works closely with the customer to identify trends and concerns to be proactive in resolution.
• Prepares for monthly 1:1’s with supervisor/manager.
• Assist with Onboarding of child site and new customers to the Network
• Completes assigned CCCE courses in a timely manner
• Research and answer shipping and delivery questions.
• Works directly with the customers as a liaison for the Network Organization for the assigned customers to provide the best possible service.Responsible for back office updating for the assigned customer base
• Attends all team meetings
• Answer phones and assists customer with concerns as needed.
• Master Data Case opens for account updates and changes
• Directs customer to proper departments when issues are outside of their assigned scope of business.
• Participates as an active member of assigned team.
• Customer Center Training for assigned customers
• Serves as a subject matter expert on their individual book of business.
• Tracks and provides status updates on all orders placed by their assigned book of business.
• Ensures that the assigned queues are worked on a regular basis.
• Monitors assigned email to case SalesForce Queues.
• Assist customers with order requests, returns, credits and re-bill process initiation and general product inquires.
• Assists with the live chat feature on Customer Center.
• Monitors and responds to emails as needed through SalesForce.

Minimum Requirements

• Typically requires 5+ years of related experience

Preferred Qualifications

• High School Diploma / College Degree Preferred
• Salesforce and SAP experience
• 1 year of Physicians Services Experience Preferred

Critical Skills

• Works well in a team-driven environment
• Basic Excel Skills
• Heightened Sense of Urgency
• Functional networking to improve the customer experience
• Complex problem-solving skills
• Well spoken and a clear ommunicator both by phone and email
• Strong computer and keyboarding skills
• Resourceful and creative in identifying ways to service the customer
• Ability to work within given schedule adherence tolerances
• Possesses McKesson Business Savvy
• Microsoft Office Skills

Physical Requirements

• General Office Demands

Career Level – IC – Business Support – B4

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That’s why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position

$19.73 - $32.88

McKesson is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [email protected]. Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

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