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Health Services Case Manager

MCKESSON CANADA CORPORATION

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Empowering healthcare starts with you. It starts with the chain of events you initiate when you work with McKesson Canada -- a chain that extends across the country and results in millions of people getting more from their healthcare.

At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 17 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.

Position Description

Trois-Rivières - 1 year contract, part-time (1 day per week)

Job Summary

The Health Services Case Manager 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. The role involves interactions with patients, physicians and other health care professionals (HCPs) and members of McKesson's multidisciplinary team using web based, telephony and face to face means of communication. The role involves understanding and adherence to corporate, divisional, departmental and program specific standard operating procedures

Specific Responsibilities 

  • 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 or web based platforms 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
  • Conduct reimbursement investigations with private and public reimbursement providers
  • Participate in reimbursement or other program related research activities, as assigned by the Program Manager and/or Departmental Manager
  • Coordinate/facilitate submission of Special Authorization letters to public and private payers
  • Conduct reimbursement denial escalations through employers/payers
  • Gather information and conduct patient financial assessment eligibility based on program guidelines
  • Request financial transactions to be processed based on communicated program guidelines
  • Gather pertinent information and coordinate patient's access to infusion services, as well as conduct follow up activities related to infusion services
  • 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

General Responsibilities

  • Participate and assist in departmental continuous improvement activities related to process, quality, training, etc
  • Participate in execution and documentation of test plans
  • 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 communicates to Program Manager
  • Maintain program data accuracy through review of program documentation for completeness and consistency

Competencies 

Knowledge/Education

  • 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
  • Community College/CEGEP education OR a recognized trade/technical certification

Experience

  • More than six months and up to one year in a previous job or jobs

Computer/Application Skills

  • Required to use menu-driven retrieval and search functions on Windows based applications, web-based applications and proprietary information  technology systems; ability to use a switch-based telephony software, etc.

Equipment Operation

  • Use Photocopy, fax machines, printers
  • Telephone equipment

Decision-Making Process

  • Required to apply standard Company practices.  Occasionally some interpretation may be required in selecting the correct approach.  Most problems are referred to my supervisor or work team

Impact of Decisions

  • Moderate delays, service inefficiencies or expenses would result from a poor decision; moderate service inefficiencies, cost-savings or new revenue would be generated as a result of a decision that turns out well

External Customer Service            

  • Resolve customer complaints
  • Solicit business and recommend service options to retail pharmacies, clinics and institutions

Client Contacts

  • Required to exchange basic information and/or to provide referrals to clients in the case of problems

Other Contacts (Insurance/Public/Private)

  • Required to exchange basic information and to resolve problems with external contacts

Organizational Responsibility

  • Carries out similar tasks or activities within the work group with no management/supervisory responsibilities

Planning/Coordinating Work

  • Manage own time to handle deadlines, peak periods and unexpected situations.  Coordination is done with the Team Lead/supervisor and basic information is exchanged with co-workers

Innovation

  • Expected to suggest innovations to the supervisor which affect the job or its work flow

Problem Solving

  • Problems and situations to be solved are clearly defined and do not require much interpretation, identified problems are solved by following established procedures, instructions, guidelines or manuals or escalating the problem to Team Leader/supervisor if a solution has not been identified

Types of Communication

  • Will involve: verbal communication in person or by telephone, bilingualism (were applicable), proofreading documents for errors, completing standard forms, reports, editing or rewriting text

Working Conditions

  • Occasionally work alone
  • May be required to rotate shifts
Benefits & Company Statement

McKesson believes superior performance - individual and team - that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it's flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can't do it without you. Every single McKesson employee contributes to our mission-whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company-and of healthcare. At McKesson, you'll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that's vital to us all.

McKesson is an equal opportunity and affirmative action employer - minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.



PLEASE CLICK HERE TO APPLY ON-LINE.
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