Empowering the delivery of excellent patient care in facilities close to their homes starts with you. Every person's job at McKesson Life Sciences makes a difference in the lives of patients throughout the country. Our products and services touch the full continuum of specialty patient care. From the initial phases of a product life cycle and the distribution of specialty drugs, to fully integrated patient access systems, copay solutions, REMS administration and data, evidence and insights, McKesson Life Sciences supports biopharmaceutical manufacturers in taking their innovative and life-saving therapies from the lab to the patient. Biologics by McKesson, a business unit within McKesson Life Sciences, is a specialty pharmacy and patient support services company that supports providers, biopharmaceutical manufacturers, payers and most of all, patients in optimizing medication therapy for the best possible outcomes. The pharmacy is a critical pillar of our life science portfolio of services and is focused on dispensing oral oncology and rare disease medications directly to patients, as well as managing their overall clinical, financial and emotional needs.
We are looking for a Strategic Account Manager to join our team.
The Strategic Account Manager (SAM) is responsible for managing the company's relationships with pharmaceutical company clients by ensuring excellence in the internal execution of existing programs and/or the implementation of new programs with that partner. The SAM is the primary point of contact to our MFG clients and will focus on the ongoing maintenance of an account, specifically monitoring the pharmacy's key performance indicators (KPI's), working with the Client Execution team on operational improvement initiatives and providing a high-touch customer service experience to clients by expeditiously solving the daily client inquires. Additionally, this role will support the implementation of new program launches by project managing the various operational and data workstreams critical to ensuring our ability to manage the patient population. the Account Manager plays a critical role in both providing superior customer service to all levels of the biopharma client's organization, which ultimately has entrusted us to not only support their therapy, but the entire patient population which we serve, and secondly to manage the operational execution of the customized program which we have tailored to the therapy and patient journey.
The Account Manager must be skillful and confident in managing multi-million-dollar revenue clients and in serving as a thought leader to the client but also internally. This person will frequently be asked to generate new innovative ideas to enhance a program design for the client and act a resource internally to implement changes and train other departments in the pharmacy.
ACCOUNT/OPERATIONAL MANAGEMENT (40%)
Regularly monitors performance against service level agreements and works with Client Execution Team to develop plan for corrective action if service levels are not met.
Interacts with all internal departments to assist as needed in providing business understanding.
Ensure timely delivery of reports according to program SLA's.
Verifies reasonability of data before client release.
Understands, evaluates, and interprets data in order to accurately summarize meaning of information to the customer - mostly through Quarterly Business Reviews but also through Ad Hoc discussions.
Responsible for identifying project priorities with customers and communicating priorities to internal team.
Manages and maintains program documentation including contracts, business rules, workflows, and standard operating procedures
CUSTOMER SERVICE (40%)
Responsible for overall customer satisfaction with pharmaceutical client. Acts as primary point of contact for the client related to daily client inquiries
Serves as the first point of contact for day-to-day program issues. Involves team members as needed to resolve all issues within reasonable time frames and escalates issues to the team leader and/or Account Director as necessary.
Manages client expectation regarding the delivery of services.
Provides client with daily updates on patient status - for oncology and rare disease therapies, every patient is a complex case and our clients expect proactive communication about the status of those patients
FINANCIAL MANAGEMENT (10%)
Monitors program profitability against plan on a monthly basis and prepares analysis if established thresholds are not met.
Understands contractual obligations and negotiates incremental contractual arrangements after program go-live.
Coordinates internal effort to produce sizing on new client initiatives and delivers pricing to customer.
Responsible for ensuring the accuracy of all client invoices prior to billing release. Escalates identified billing issues/concerns to manager as necessary to ensure 100% accuracy in billing activities. Receives client invoices from finance department and ensures all invoices are received in a timely manner, reviews all line items, and verifies all backup documentation.
OPERATIONS COLLABORATION (10%)
Collaborates with Client Execution team to coordinate internal effort to produce sizing on new client initiatives and delivers pricing to customer.
Provides customer with proactive consultative services on process improvement, revenue generating & cost saving opportunities.
Responsible for managing program change requests from the client. Maintains project plans and tracking logs as appropriate. Manages the change request through the Change Control process.
Build design documentation in collaboration with client and internal stakeholders.
3+ years experience of healthcare experience and at least 2-3 years of experience in managing client accounts.
Executive presence; comfortable presenting and having continuous dialogue with senior leaders/c-suite of pharmaceutical companies
Collaborative, customer focused, and able to create visible value to client and within the organization
Proven ability to handle multiple projects toward effective solutions and according to budget and timelines
Advanced project management and organization skills
Detailed understanding and experience with process documentation and improvement
Analytical ability to take an opportunity, notice trends, research and suggest solutions to the customer.
Advanced skills in Microsoft Excel, and PowerPoint
Preferred Knowledge & Skills
Advanced degree, MBA or MHA, highly preferred
Excellent verbal and written communication skills
Ability to develop strong team relationships and bring individuals together to focus on team goals
4-year degree in related field or equivalent experience preferred
* General professional office environment.
* 10% travel may be required
Career Level - IC - Professional - P3
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.
Join us at McKesson!
Internal Number: JR0043257
About McKesson Corporation
We deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career. You can count on us to provide you with resources and opportunities to grow and be your best, while contributing to our pursuit of improving lives. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient. We work to distribute medical supplies, bandages, syringes, vials of flu vaccine, and pharmaceutical drugs to help real patients like Jack, an eight-year-old boy battling cancer. We take that job seriously. Together, the work we do is shaping the future of healthcare. If you are passionate about combining a meaningful career with a balanced life, join us on this journey and apply for a job with McKesson today. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient.