Provider Solutions Tech

About the role

Provider Solutions Group (PSG), part of McKesson's Oncology & Multispecialty organization, supports community-based and health system specialty practices through industry-leading pharmaceutical distribution, technology, practice management, and advisory solutions. By combining deep healthcare expertise with innovative services and national scale, PSG helps providers improve operational efficiency, expand patient access to therapies, and deliver exceptional patient care.

Responsibilities

• Provide first-line, world-class, “white-glove”, customer service experiences in a call center environment.
• Develop a thorough understanding of patient-center care, electronic health record and clinical decision workflows.
• Providing first-line application and technical support to Provider Solution & McKesson customers.
• Aid internal and external customers by phone, email, or using a ticket management system.
• Create a ticket for each customer-interaction or update existing ticket for customer follow-up.
• Quickly and accurately determine incident scope and impact.
• Note all details, including observations, diagnoses, and action steps within a ticketing system.
• Maintain key performance indicators including, but not limited to, availability, timeliness to answer, timeliness to resolve, quality interaction and customer satisfaction.

Additional Responsibilities

• Hardware support for computers, printers, scanners, monitors and other peripherals.
• Follow up on incidents and service requests at pre-defined intervals until resolved.
• Drive collaboration across internal and external customer service teams including practice IT, vendors, and other escalation points until the incident is resolved.
• Facilitate troubleshooting of application issues and contribute to the creation of easy-to-follow knowledge base articles on findings.

Minimum Requirement

• Typically requires 3+ years of related experience.
• Highschool Diploma.
• CPhT-Pharmacy Tech certification not required but a plus.

Critical Skills

• 1+ years of Call center experience.
• 1+ years of experience providing customer support by phone, email, chat, and/or using a ticket management system.
• 1+ years of Networking and hardware systems experience.
• Excellent customer service skills including empathy, problem-solving, patience, adaptability, and the ability to handle difficult situations professionally.
• Ability to prioritize incidents in a fast-paced environment, ensuring adherence to SLA’s.
• Effectively communicate technical issues to non-technical personnel verbally and in writing.
• Experience using, implementing, and/or supporting healthcare inventory management systems.
• Typing speed of 60+ WPM.

Physical Requirements

• Routinely lifts, carries and move materials weighing up to 50 pounds.
• Up to 10% Travel to customer sites for implementation assistance and training opportunities.