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Job Summary    

The Nurse 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, insurance companies, pharmacies, physicians and other health care professionals (HCPs) and provide support to their patients.  The role involves understanding, adherence to corporate, divisional, departmental, and program specific standard operating procedures. This role is a full time, permanent position with rotating evening shift (12pm-8pm) availability required.

Specific Responsibilities

The Nurse Case Manager is the point of contact for the program, doctors, pharmacies and other HCP’sDuring the first 3-4 months of hire, NCM will be meeting key clinics for a face to face meet and greet to develop ongoing relationship with the clinicsMay be required to provide training and educational materials to patients pertaining to their medication and conduct adherence follow upsReview, analyze and validate information provided by patients and HCPs for accuracy and completeness to ensure initiation of servicesFollow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to HCPs and patientsComplete follow ups with patients on behalf of the physician offices, as required, to ensure adherence to treatment regimensLiaise with the patient, insurer and physician regarding the documentation required for maximum reimbursement coverage, including the exploration of all public and private insurers and providing employer escalations as requiredProcess data entry activities of pertinent information received at different points of contact during the delivery of program servicesProvide answers to general inquiry calls submitted via telephone, web-based platforms or in person, on program services, disease state or product related questions, based on information provided as part of the program materialsProvide HCP and Patients with a technical product overview when requiredLiaise with physicians’ offices, services providers and other parties to provide comprehensive and coordinated service to patients and physiciansReceive, record and report Adverse Events, as per program working instructionsMaintain service levels in case management, including Adverse Events reported within twenty-four hours of receipt and any other Key Performance Indicators established at the Program levelPerform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing, scanningOther duties as assigned.

General Responsibilities

Adhere to professional standards as prescribed by the professional associations and     McKesson as applicableParticipate and assist in departmental continuous improvement activities related to process, quality, trainingParticipate in the development of reports and tools for identifying signals that will flag misunderstanding, misconduct, fraud or other out of protocol program participant related incidentsAssist with reviews of aggregate data to identify program trends and communicate these trends appropriately  Maintain program data accuracy through review of program documentation for completeness and consistencySupport patients and HCPs with training, education and Injection servicesPerform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing, scanningAct as lead point of contact between the program and stakeholders and works with clinics and client sales reps.

Job Requirements

Knowledge/Education

Registered Nurse with current registrationUnderstanding and compliance with corporate, divisional, departmental and program   specific standard operating procedures.

Experience

More than one year and up to three years experience in a previous job or jobsDemonstrated ability to communicate efficiently and in an empathetic manner over the phone and in personExperience in the healthcare industry including, but not limited to medical claims, insurance verification, pharmacy and/or pharmaceutical manufacturers is preferable.

Key Competencies

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.

Problem Solving

Navigates quickly and effectively to resolve problems and obstacles, even when complex and unique circumstances occur; responds to recurring problems by investigating the underlying causes and taking steps to eliminate them. Only difficult problems are referred to supervisorDermatology experience is a plus

External Customer Service 

Excellent customer service skills in dealing with patients, physicians, and other clients Resolve customer complaints.

Planning/Coordinating Work

Required to initiate planning and coordination of activities with other members in the work group, make appropriate adjustments to one’s own work plans

Innovation/Proactivity

Expected to suggest innovations to the supervisor, which affect the job or its workflow. Tries different approaches when initial efforts to solve problems fail; anticipates possible problems and develops alternatives

Working Conditions

Able to work independently and make appropriate decisionsMay be required to rotate shifts

Language Skills

Ability to communicate written and verbally in both English and French

Travel

Up to 10% of travel may be requiredValid driver’s license requiredAbility to apply for corporate credit card for travel expenses.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$53,800 - $89,700

McKesson is an Equal Opportunity Employer

 

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

 

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