McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.
Be part of the team that's poised to transform the fight against cancer. Backed by the strength of a Fortune 8 company, our entrepreneurial organization develops technologies used by the oncology community to deliver evidence-based, personalized care, as well as insights used by biopharma companies to accelerate drug development and support the entire treatment journey. Our work powers informed decision-making at every pivotal moment in oncology - from the treatment options presented to patients, to the operational considerations for oncology practices, design of clinical trials, and the commercial launch plans for new therapies.
As the Patient Technology Product Support Associate, you are responsible for creating and communicating application solutions in alignment with customer strategic initiatives. You will work closely with customers, business leaders, Technology Account Managers and Customer Success Directors to gain an understanding of unique clinical workflow requirements and develop appropriate workflow solutions to implement in Ontada technologies. You will apply basic principles and serve as an escalation point for both internal teams and external customers for a variety of Ontada and oncology applications.
The ideal candidate will be familiar with medical acumen alongside a passion to execute compassionate, professional, business focused and resolution driven customer service. Support Associates will develop standard operating procedures, work instructions. education materials, knowledge base articles, and other materials required to deliver world-class customer service. You will partner with all tiers of support, along with internal and external technical engineering teams, to provide troubleshooting of application issues and drive solutions. You will collaborate with the product management and value-based care leads to stay abreast of changes in the market, upcoming software releases, and maintain the customer service team's training and knowledge base articles.
Provide world-class, "white-glove", customer service experiences in a call center environment.
Act as the "Service Owner" of the support model for Ontada Technology Solutions, developing a thorough understanding of regulatory requirements and healthcare initiatives in the Communication Oncology setting, and how Ontada supports these customer needs
Partner with Implementation, Account Management and Product teams to understand the product roadmap, market trends, and open issues, providing clinical workflow and technical support to peers and Technology Solutions Customers.
General knowledge of Ontada products including, My Care Plus, Ontada Health, Ontada Health eReg and ePro services, API Portal, and iKnowMed Generation 2.
Understanding of clinical workflows in the Oncology and Hematology settings, including physician, nurse, front office, and billing roles.
Providing Major Incident Management support, collaborating with business leadership and technical engineering teams to complete troubleshooting, resolution, and RCA/CAPA
Support applications on various OS and Devices - computers, laptops, tablets, smart phones
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
Develop an awareness on how the patient portal integrates with other healthcare technology solutions
Documenting and escalating issues to development, content, and other relevant Level 3 support teams
Facilitate education and training on oncoming releases, integrations, enhancements, and defect resolution
Assist in the development of self-help tools, templates, processes, and protocols
Minimum 0-2 years of relevant experience
Exceptional written and verbal communication and organizational skills
Ability to communicate technical issues to non-technical personnel
Superior attention to detail and ability to prioritize incidents in a fast-paced environment, ensuring adherence to all deadlines
Ability to exercise sound critical thinking and problem-solving skills, executing responsibilities with minimal guidance
Experience using, implementing, or supporting clinical workflow in Patient Portal applications and other clinical systems
Exceptional communication and organizational skills, superior attention to detail and an ability to prioritize in a fast-paced environment.
Bilingual English / Spanish, complete comprehension, literacy, and fluency in both languages
High Energy and self-motivated to produce quality solutions
Familiarity of interface technologies, including HL7, XML, DFT, among others
In-the-field patient care experience highly desired
Bachelor's degree or equivalent
10% Travel to customer sites for implementation assistance and training opportunities
General Office demands
At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That's why we have a Total Rewards package that includes comprehensive benefits to supportphysical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, pleaseclick here.
As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.
Our Base Pay Range for this position
$18.41 - $30.68
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 Disability_Accommodation@McKesson.com. Resumes or CVs submitted to this email box will not be accepted.
Current employees must apply through the internal career site.
As an industry leader shaping the future of health, our team delivers solutions that make a meaningful difference for patients and communities around the world. A career here is an opportunity to significantly impact healthcare as we know it, with team members dedicated to supporting your professional journey. The future of health starts with you.