Director, Quality Management & Training (Specialty Pharma) @ McKesson

Job Information

Job Description:

Quality Management System Oversight

• Manage and Lead the Quality Management Committee ensuring that the Quality Management Program and applicable Quality Improvement initiatives are strategically designed, planned, implemented and monitored in accordance to required Board of Pharmacy (BOP) and Accreditation standards.
• Ensure the commitment to quality and the organizational definition of Quality is consistent and continues to be communicated to every level of the organization.
• Work collaboratively with all teams across the diverse business to maintain a work environment where all associates embrace the common goal of excellence and ensure congruent quality efforts and knowledge transfer.
• Responsible for supporting and leading all accreditation efforts (URAC and ACHC), certifications, and regulatory filing obligations.
• Monitor conformance to regulatory and contractual requirements, working closing and ongoing collaboration with McKesson’s Legal and Compliance teams.
• Support BioPharma/Account Management Team in drug launches and commercialization of new programs to ensure conformance with contract and program objectives.
• Ensure regulatory compliance and state of audit readiness at all times by managing all aspects of the organizations Audit Program. This includes all internal and external audits, payor audits, and serves as the main liaison in all other McKesson audits as Biologics representative.
• Collaborate with Operational Leadership to help educate staff on quality findings, mitigating future quality shortfalls, and enhancing quality assurance measures. Provide timely and effective communication to the applicable stakeholders regarding all issues identified for improvement and/or variance that can impact departments.
• Identify any needs and training opportunities, to keep up with industry best practice, while working to maintain a culture of outward mindset and collaboration among teams.
• Leads the development and/or review of standard operating procedures and other quality system documentation; conduct training of SOPs and areas of performance improvement.
• Responsible for analyzing trends that focus on improved performance, increased efficiencies, and overall Specialty Pharmacy compliance while managing all non-conformances.
• Provide oversight to the HUB/Pharmacy Elite Quality Programs to ensure a proactive, action-oriented focus to exceed customer expectations, as well as industry and regulatory quality standards.
• Oversee Call Center Quality Programs, including the implementation of a new Call Center Customer Service Excellence Program and working with all operational leaders across the pharmacy to recommend improvements to specific programs.

• Continuous evaluation of people, process and technology improvements to enhance Biologics’ ability to improve customer satisfaction and maintain compliance.
• Formulate recommendations to improve Biologics call quality, with focus on maintaining outrageous customer service, improving customer service scores on patient and provider surveys, while driving improvement in NPS scores.
• Leads, identifies, and is engaged in all continuous improvement activities, including managing the corrective/preventative (CAPA) system processes.
• Oversee the complaint handling system, in addition to engaging with McKesson’s Marketing Team on processes associated with the patient and provider surveys and all associated activities.
• Manage a team of dedicated quality professionals to provide coaching and support in the completion of their daily and monthly tasks to ensure the team is meeting program service levels.
• Oversee the Pharmacovigilance Team; knowledge of regulations and guidelines associated with adverse events and product complaints reporting to manufacturers and/or other regulatory bodies.
• Assist all other QMS activities and ad-hoc special projects as requested by Senior Leadership and/or other McKesson business leaders.

Performance Management:

• Provide ongoing performance feedback, coaching and counseling of Direct Reports, in addition to other Supervisors and Operational Leaders to ensure consistent performance.
• Work with leadership to conduct reviews and IDPs as defined in the Performance Management process.
• Focus on performance development individuals on an ongoing basis.
• Reward and recognize the team and organization as outlined in our recognition program for direct reports, including coaching, recognition, rewards, providing direct feedback and written evaluations to enhance personal and professional development.

Training:

• Accommodate and support the Quality and Training teams; attending and administering additional training for programs as needed.
• Manage and oversee the project plan/training tasks associated for all quality owned training, in addition to collaboration with all teams on pharmacy and call-center related trainings.
• Promote ongoing staff and organization training and development activities.
• Foster the development of a learning organization and continuous learning environment
• Build upon the culture where employees are fully engaged in their role and enthusiastic about the ideals and direction of McKesson resulting in operational excellence
• Design, implement, lead, oversee, and recommend technical, relational and professional development training programs that supplement current offerings
• Leverage training technology solutions to deliver innovative learning approaches to support hybrid ways of working
• Positively affect employee engagement through learning and development strategies that increase job satisfaction and productivity, and have a meaningful reduction of employee turnover therefore positively impacting revenue growth
• Oversee New Hire Orientation Program in partnership with leadership, ensuring new employees a seamless and smooth transition into the McKesson culture and workplace
• Provide guidance and direction for job shadowing, internship, and employee mentoring programs
• Develop metrics for measuring the effectiveness of leadership and training initiatives implemented and prepare reports to senior management on the value of the initiatives.

Reporting Analytics:

• Perform trend analysis and collaborate with all applicable business stakeholder to address and close performance gaps, while driving process improvements.
• Assure that daily, weekly, monthly and annual reporting is accurately completed on time.
• Work with Business Intelligence team(s) and other leaders  to create/update employee scorecards.
• Work with BioPharma/Account Management to pull and analyze data reports based on contractual requirements and reporting.
• Responsible for analyzing trends that focus on improved performance, increased efficiencies, and overall Specialty Pharmacy compliance.

Minimum Requirements:

• Typically requires 12+ years of professional experience and 4+ years of management experience
• Bachelor’s degree or 6+ years of equivalent experience in Business, Management, HealthCare, Pharmacy or related field
• Proven QMS knowledge

Business Experience:  

• 10+ years senior management experience in Contact Centers or other customer facing organization
• 5+ years leading training efforts for a large organization, developing and delivering training content, partnering with leadership to build course work, and evaluating results
• Deep understanding of adult learning theory and ability to implement learning solutions that are interactive and learner-centered
• Strong knowledge of quality management processes including quality monitoring, process improvement, and customer journey mapping
• Proven analytical capabilities; experience deriving relevant insights, trends, and themes from large amounts of data and developing summary presentations for business leaders
• Strong leadership skills, agile to adjust to different levels of the organization to achieve results
• Ability to facilitate strategic discussions with business leaders to identify needs, align on goals, scope requests, and plan strategy for new product training, delivery, and scale.
• Successful track record of building, implementing, and improving operational processes; familiarity with continuous process improvement methodologies, such as Six Sigma or LEAN, a plus.
• Comfortable with ambiguity and constant change, able to methodically work through complex problems, set priorities, and deliver on commitments.

Knowledge and Qualifications:

• Strong quality orientation including the ability to focus on details and adherence to standards
• Excellent organizational, prioritization and time-management skills
• Ability to communicate effectively, both written and oral
• Strong customer service orientation
• Demonstrated project management skills, Lean Six Sigma Certifications
• Demonstrates problem solving, leadership, and team building skills in order to ensure a productive work environment and achievement of goals
• Ability to be flexible and work consistently in a dynamic and changing environment.
• Highly motivated and committed to excellence with a positive attitude
• Demonstrated employee relations skills, experience leading a team, developing, coaching, providing feedback and written evaluations to enhance professional development and achievement of goals
• Previous experience with data management software, data analysis and reporting.
• Ability to be flexible and work consistently in a dynamic and changing environment.
• Possess an outward mindset in leadership
• Strong customer service orientation

Systems Qualifications and Requirements

• Knowledge of Master Control QMS, or equivalent
• Knowledge of Verint QM system, or equivalent
• Knowledge of Five9 system, or equivalent
• Knowledge of Verint Work Force Management and Quality Management tools
• Advance proficiency in Microsoft Office Suite and other analytical tools
• Proficient in pharmacy operating systems

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