GPO Membership Services Specialist

Role Summary

McKesson is seeking a GPO Membership Services Specialist. The Membership Services Specialist serves as the operational product owner for automation, AI enablement, and process modernization across GPO rostering, customer setup, contract alignment, and manufacturer workflows. This role owns accurate roster administration across Onmark, Unity, PACT, Pathway, and related GPO programs while proactively auditing contract alignment, minimizing leakage, and translating operational pain points into scalable technology, reporting, and process solutions. As a cross-functional SME, the Specialist connects Membership Services, Contracting, Contract Administration, Sales, Onboarding, Analytics, and biopharma partners to align contract intent, system setup, roster execution, and customer impact.

Strategic Role Emphasis

• Product Owner: Automation & AI — Translate roster, setup, contract-alignment, and Salesforce workflow needs into automation requirements, reporting logic, AI-enabled review opportunities, user stories, testing scripts, and adoption plans.
• Proactive Auditor: Access Integrity — Use data, leakage trends, purchase reviews, eligibility changes, and contract terms to identify access-risk patterns before they become customer or manufacturer escalations.
• Relationship Owner: Biopharma — Serve as a primary operational contact for assigned biopharma partners, ensuring clean roster communication, timely issue resolution, launch readiness, and continuous feedback loops.

Key Responsibilities

Roster Governance, Contract Alignment & Customer Setup

• Maintain, validate, and publish bi-weekly, monthly, or quarterly manufacturer and GPO rosters with high accuracy and audit-ready documentation.
• Own operational alignment between customer setup, roster eligibility, HIN/customer identifiers, buying group status, contract access, and manufacturer-specific roster requirements.
• Use advanced Excel, SAP, Tableau/Power BI, Salesforce, and related data sources to reconcile roster exceptions, identify gaps, and support reliable contract access decisions.
• Serve as a cross-functional SME across Membership Services, Sales, Onboarding, Contracting, Contract Administration, Analytics, and biopharma partners to resolve setup, eligibility, and process issues while ensuring accurate execution, manufacturer alignment, and a positive customer experience.

Product Ownership for Automation, AI & Process Modernization

• Act as product owner for membership services automation and AI implementation opportunities across rostering, customer setup, contract alignment, purchase review, leakage response, and manufacturer reporting.
• Define business requirements, user stories, exception logic, acceptance criteria, control points, and test scenarios for automation, workflow enhancements, dashboards, and AI-assisted review processes.
• Prioritize technology enhancements based on operational risk, compliance impact, customer experience, manufacturer requirements, SLA performance, and scalability.
• Partner with analytics, IT, Salesforce, Power BI, and operational stakeholders to validate outputs, support UAT, drive adoption, and ensure automation strengthens—not replaces—governance and human review where needed.
• Continuously evaluate manual work, recurring exceptions, and rework trends to recommend automation, AI, controls, templates, dashboards, or SOP improvements.

Daily Purchase Review, Leakage Prevention & Proactive Auditing

• Review on- and off-contract purchases to help pass through economics to eligible customers, capture appropriate admin fees, and identify potential contract alignment issues.
• Conduct proactive audits of assigned manufacturer portfolios, eligibility lists, new contract launches, post-launch roster loads, HIN changes, referral-back gaps, and transaction-level leakage trends.
• Investigate root causes of off-contract purchases, customer setup misalignment, roster discrepancies, and manufacturer access issues; document findings and drive corrective action through closure.
• Monitor SLA adherence and audit controls, including timely comments, follow-up, and closure on leakage or exception items.
• Engage teammates and cross-functional partners when customer issues extend beyond the assigned manufacturer portfolio or require broader process remediation.
• Facilitate customer go-live audits for assigned manufacturer portfolios, confirming roster setup, contract alignment, required documentation, customer identifiers, and manufacturer access requirements are complete before and after launch.

Biopharma Relationship Ownership & Issue Resolution

• Serve as a knowledgeable operational relationship owner for assigned biopharma partners, providing clear communication on roster status, eligibility questions, issue resolution, and process improvement opportunities.
• Process approvals or rejections from biopharma manufacturers related to declaration letters, forms, new-member eligibility, and existing-member maintenance.
• Advise internal stakeholders on eligibility criteria, documentation needs, manufacturer roster requirements, and contract access pathways.
• Partner with the onboarding team to provide clear direction on how new or changing customers should be announced to biopharma partners, including required form submissions, declaration letters, supporting documentation, and manufacturer-specific communication expectations.
• Collaborate with pharmaceutical manufacturers to resolve contract/product access, roster representation, leakage, rebate disputes, and reporting issues while identifying recurring pain points that should be addressed through process, system, or governance changes.
• Represent the voice of the customer and the voice of the manufacturer internally to advocate for accurate access, timely updates, and practical alternative pathways when a customer does not meet eligibility requirements.

New Contract Launches, Amendments & Governance Readiness

• Partner with GPO Business Development Directors, GPO Contracting, Operations, sales, and biopharma partners to understand new contract pipeline activity, amendments, manufacturer requirements, product launch dependencies and ensure a smooth operational implementation.
• Identify membership services requirements for new products, new manufacturers, amendments, transition events, customer setup changes, and manufacturer-specific roster impacts.
• Translate contract language, amendments, and manufacturer requirements into operational processes, roster rules, documentation standards, and implementation controls.
• Partner with GPO Contracting, Contract Administration, and biopharma stakeholders to identify contract, roster, eligibility, or documentation gaps; recommend corrective action; and ensure agreements clearly reflect the intended process, ownership model, and operating expectations.
• Maintain and execute launch checklists, ensuring membership services tasks, controls, communications, and post-launch audits are completed accurately and on time.
• Review and audit new contracts post-launch to confirm eligible customers are loaded as expected and exception populations are identified for action.
• Monitor assigned portfolios for upcoming product, contract, customer, and eligibility expirations; coordinate timely review, communication, and required action to prevent access gaps, roster inaccuracies, or manufacturer disruption.

Reporting, SOPs & Continuous Improvement

• Create and maintain recurring and ad hoc membership, manufacturer, leakage, SLA, and roster-health reporting for internal leadership and external partners.
• Build or partner on Power BI dashboards and recurring reporting tools that monitor roster health, leakage, SLA performance, launch readiness, and operational trends.
• Develop and improve SOPs, process maps, metrics, controls, templates, and audit documentation that increase consistency, scalability, and transparency across membership services.
• Use operational data and stakeholder feedback to identify system, people, process, and policy gaps; recommend improvements that reduce manual effort, improve accuracy, and support compliance.
• Promote a culture of ownership, critical thinking, innovation, and continuous improvement across the GPO Membership Services team.

Education & Minimum Requirement

• Degree or related, equivalent experience.
• Typically requires 4+ years of relevant experience.

Critical Skills

• Advanced Excel skills, including formulas, lookups, data cleansing, exception analysis, reconciliation, and multi-source validation.
• Intermediate to advanced Power BI experience is highly desired, including the ability to build dashboards, define KPIs, automate reporting, interpret trends, and translate operational data into actionable insights. Tableau experience is a plus.
• Experience translating business processes into requirements for automation, workflow design, AI-assisted review, Salesforce enhancements, or reporting solutions.
• Strong analytical, audit, and problem-solving capabilities with the ability to connect roster data, customer setup, purchase activity, contract terms, and manufacturer requirements.
• Familiarity with SAP, Salesforce CRM, Smartsheet, databases, roster management, data integrity, and/or GPO membership operations.
• Demonstrated ability to manage competing priorities, deadlines, audits, launches, and stakeholder escalations with accuracy and autonomy.
• Strong communication and relationship-management skills, with the ability to interpret complex contract, roster, access, and manufacturer requirements; translate them into clear operational guidance; and influence cross-functional stakeholders without direct authority.
• Ability to operate as a trusted SME across multiple teams, connecting contract intent, operational process, system requirements, manufacturer expectations, and customer impact into clear decisions and coordinated action.

Additional Skills & Knowledge

• Knowledge of Group Purchasing Organizations, pharmaceutical manufacturer contracting, contract eligibility, customer access, admin fee economics, or healthcare distribution operations preferred.
• Experience supporting process automation, technical process documentation, and/or cross-functional systems implementation preferred.