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As a Production Support Analyst, you will work closely with customers and internal stakeholders to gain a thorough understanding of unique clinical workflow requirements and develop appropriate technology support solutions. You will act as a subject matter expert and escalation point for a variety of Oncology applications. The ideal candidate will have a strong medical acumen and a passion to execute compassionate, professional, results-driven support. Sr. Product Support Associates will develop standard operating procedures, work instructions, and other materials required to deliver world-class customer service. 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 reference materials.
Key Responsibilities
Deliver world-class, “white-glove”, customer support experiences in a call center environment, providing clinical application support to customers and peers.
Act as the “Service Owner” of the support model for Ontada Technology Solutions, driving the customer-first mindset and demonstrating your commitment to McKesson LEADRx, i2CARE, and Ontada Culture
Maintain an in-depth understanding of Ontada technology solutions and life sciences products
Partner with Product, Communications, Education and Customer Success teams, participating in product development ceremonies to understand the product roadmap, open defects, and enhancements
Develop a thorough understanding of regulatory requirements and healthcare initiatives in the Community Oncology setting and how Ontada supports these customer needs
Develop In-depth knowledge of healthcare technology interoperability and Ontada standard integrations; providing analysis of HL7, XML and other interface messaging formats to troubleshoot and resolve interface incidents
Providing Major Incident Management support, collaborating with business leadership, technical engineering, and 3rd party vendors to drive swift resolution, and complete RCA/CAPA
Documenting and escalating issues to development, content, and other relevant Tier 3 support teams.
Assist in the development of self-help tools, templates, processes, and protocols and facilitate training on upcoming releases, integrations, enhancements, and defect resolution.
Facilitate the “Transition to Support” for onboarding of new customers.
Participate in an On Call Rotation for after hours and weekend coverage
Minimum Requirements
Degree or equivalent and minimum 2+ years of relevant experience.
Critical Skills
Exceptional communication skills with ability to articulate technical issues to non-technical personnel
Superior organizational skills, attention to detail, and ability to prioritize in a fast-paced environment
Ability to exercise sound critical thinking and problem-solving skills, executing position responsibilities with minimal guidance
Thorough knowledge of Regulatory Requirements in Healthcare, Value Based Care initiatives including Merit-based Incentive Payment System (MIPS) and Advanced Alternative Payment Models (APMs)
Deep understanding of end-to-end clinical and administrative workflows in the Oncology and Hematology settings, including but not limited to Physician documentation, Infusion Nursing, Pharmacy, Laboratory and Medical Billing and Coding
Experience using, implementing, or supporting clinical workflow in EHR’s, Pharmacy Systems, Lab Information Systems, and other clinical systems preferred (iKnowMed Generation 2 experience highly preferred).
Understanding of Windows operating systems, networking, and basic hardware troubleshooting
Knowledge of interface technologies, including HL7, XML, DFT, among others
Understanding of Electronic Prescribing, Direct Exchange, HIE, HL7, IDP and Smart on FHIR integrations
Additional Skills
In-the-field Clinical experience in Nursing, Revenue Cycle, Pharmacy, Laboratory, etc., highly desired
Physical Requirements
General Office Demands
10% Travel to customer sites for implementation assistance and training opportunities
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
$71,300 - $118,800McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:
McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
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McKesson job postings are posted on our career site: careers.mckesson.com.
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
McKesson welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation please contact us by sending an email to Disability_Accommodation@McKesson.com.
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