Member Account Representative

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 12 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.

At McKesson Canada, you’ll 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.

Job Summary

Reporting to the Senior Director, Business Development, Sales & Member Experience, the Member Account Representative accomplishes department objectives by establishing and maintaining strong business relationships with their assigned portfolio of I.D.A., Guardian, Remedy’s Rx and Enterprise Independent Pharmacy Members to enable effective collaboration in support of business growth for both Members and McKesson.  The Member Account Representative is responsible for providing ongoing operational support through a regular call cycle of virtual interactions, working with Members to increase pharmacy revenues and profitability through support of selling strategies, pharmacy programs, sharing of best practices, and providing supporting analytics.   As the primary point of contact, the Member Account Representative is responsible for deploying and upholding a high-quality of customer experience, supporting in all areas where the Member interfaces with McKesson.  The Member Account Representative works cross-functionally with key McKesson stakeholders in Business Development, Professional Services, Category Management, Marketing, Finance, Pharma Distribution, Customer Service, and Pharmacy Technology Solutions to deliver a seamless Member experience.

Responsibilities

• Plan and implement a regular program/call cycle of virtual touch points with Banner and Enterprise locations within the assigned portfolio.

• Drive Member satisfaction, loyalty, and growth through exceptional customer care; this includes managing complex issues and finding effective solutions.

• Proactively identify service issues, business risks and implement mitigation plans.

• Analyze key data, produce reports, prepare business reviews, and present details to Members.

• Monitor Key Performance Indicators and strive for operational excellence.

• Provide comprehensive operational support in all areas; marketing, advertising, pharmacy operations, formulary compliance, product distribution, point-of-sale (POS) activities, and pharmacy technology usage.

• Inform Members on strategies to increase pharmacy sales and profitability.

• Plan and execute effective Own Brand sales strategies to maximize revenues.

• Monitor pharmacy purchases and program adherence on an on-going basis.

• Maximize customer value with services provided and drive long-term Member retention.

• Support / execute the negotiation of Banner Agreement renewals.

• Liaison between the assigned portfolio of pharmacies, Member Services, McKesson departments and preferred suppliers to ensure customer concerns are communicated and resolved.

• Provide store leads to Business Development, Pharmacy Technology Solutions, McKesson Automation, and Central Fill.

• Support the development of merchandizing plans and assist with opening orders for new pharmacies, renovations, and relocation projects.

Key Requirements

• University degree in a relevant discipline; Business preferred.

• A minimum of 5 years’ experience in the pharmaceutical / Health Care industry.

• Understanding pharmacy and the business of pharmacy in Canada.

• Ability to identify with the independent business-owner.

• Multi-unit operational experience is an asset.

• Strong Customer Service mindset with external and internal business partners.

• Excellent organization and time management skills.

• Professionalism and experience in dealing with a high-demand business.

• Excellent interpersonal skills. Team player.

• Exceptional communication and presentation skills, both written and verbal.

• Proven ability to multi-task and ability to adapt quickly in a fast-paced environment.

• Demonstrated leadership ability. Excellent partnering skills.

• Analytical skills with an ability to see the big picture.

• Extensive knowledge of MS Office products (Power Point, Excel, Word, Teams).

• Experience with PowerBI, SAP, and Salesforce is an asset.

• Knowledge of process and project management. Strong business acumen.

• Attention to detail, with an ability to summarize and manage complex issues.

• Ability to effectively communicate with all levels within McKesson Canada. 

• Valid Canadian Driver’s License for required business travel.

McKesson is an equal opportunity employer.The material contained herein is provided for informational purpose only. All open jobs offered by McKesson on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.McKesson is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.Current employees must apply through internal career site.Join us at McKesson!