Operations Manager, Patient Support Program

McKesson; United States; Hybrid; USD 87,000 - 116,000; Full time

Job summary

McKesson is seeking an Operations Manager, Patient Support Programs to lead day-to-day operations across a portfolio of patient support initiatives. You will oversee several frontline supervisors, drive performance against KPIs, and collaborate with cross-functional teams to enhance patient and provider experiences.

The role emphasizes data-driven decision making, coaching, and process improvements, with a focus on quality and regulatory compliance in a healthcare context.

Qualifications

• Degree or equivalent experience.
• 6+ years of professional experience and 0-2 years of supervisory experience.
• Professional experience in patient support programs, healthcare operations, pharmaceutical services, case management, reimbursement services, or a related healthcare environment.
• Experience monitoring operational KPIs, SLAs, queue performance, productivity, quality, or workforce metrics.
• Experience leading, coaching, or supporting supervisors or people leaders.
• Experience supporting employee performance management, including identifying performance gaps and implementing improvement plans.
• Demonstrated experience using data to guide operational decisions and process improvements.

Responsibilities

• Lead and monitor daily patient support program operations to ensure contractual KPIs, SLAs, quality expectations, and service commitments are achieved.
• Review queue performance, productivity, quality, and workforce data to identify trends, root causes, operational risks, and improvement opportunities.
• Translate performance data into practical action plans that improve productivity, service quality, and the patient and healthcare provider experience.
• Coach and support frontline supervisors in setting expectations, addressing performance gaps, managing employee performance, and improving team effectiveness.
• Ensure supervisors have the tools, resources, training, and operational guidance required to lead their teams successfully.
• Promote employee engagement, collaboration, accountability, development, retention, and a positive team culture.
• Partner with Program Management, Quality, PMO, Training, and other business functions to implement program initiatives and process improvements.
• Evaluate workflows, team structures, and resource allocation to support service levels and changing program needs.
• Maintain current program procedures, training records, and operational documentation in accordance with Quality Management System requirements.
• Support audits, quality initiatives, corrective actions, and continuous-improvement activities.
• Identify and develop talent and support succession planning across the supervisory team.
• Ensure operational efficiency initiatives continue to protect service quality and the needs of patients receiving complex or critical therapies.

Skills

Communication skills

Problem-solving

Decision making

Stakeholder management

Presentation skills

Education

Degree or equivalent experience

Job description

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.

About the Role

The Operations Manager, Patient Support Programs leads the day-to-day operational performance of a portfolio of patient support programs. This role provides leadership and operational direction to frontline supervisors and their teams, helping ensure high-quality, patient-centred service while meeting contractual key performance indicators, service-level agreements, quality standards, and regulatory requirements.

Working closely with the Program Manager and cross-functional partners, you will use operational data and performance insights to identify trends, address service gaps, improve workflows, and strengthen the patient and healthcare provider experience. You will also play an important role in building an engaged, accountable, and collaborative team culture.

This position oversees approximately three to five supervisors who support a broader frontline patient services team. The role is operationally focused and does not have primary client-facing responsibility.

What You’ll Do:

• Lead and monitor daily patient support program operations to ensure contractual KPIs, SLAs, quality expectations, and service commitments are achieved.
• Review queue performance, productivity, quality, and workforce data to identify trends, root causes, operational risks, and improvement opportunities.
• Translate performance data into practical action plans that improve productivity, service quality, and the patient and healthcare provider experience.
• Coach and support frontline supervisors in setting expectations, addressing performance gaps, managing employee performance, and improving team effectiveness.
• Ensure supervisors have the tools, resources, training, and operational guidance required to lead their teams successfully.
• Promote employee engagement, collaboration, accountability, development, retention, and a positive team culture.
• Partner with Program Management, Quality, PMO, Training, and other business functions to implement program initiatives and process improvements.
• Evaluate workflows, team structures, and resource allocation to support service levels and changing program needs.
• Maintain current program procedures, training records, and operational documentation in accordance with Quality Management System requirements.
• Support audits, quality initiatives, corrective actions, and continuous-improvement activities.
• Identify and develop talent and support succession planning across the supervisory team.
• Ensure operational efficiency initiatives continue to protect service quality and the needs of patients receiving complex or critical therapies.

Basic Requirements:

• Degree or equivalent experience.
• 6+ years of professional experience and 0-2 years of supervisory experience.
• Professional experience in patient support programs, healthcare operations, pharmaceutical services, case management, reimbursement services, or a related healthcare environment.
• Experience monitoring operational KPIs, SLAs, queue performance, productivity, quality, or workforce metrics.
• Experience leading, coaching, or supporting supervisors or people leaders.
• Experience supporting employee performance management, including identifying performance gaps and implementing improvement plans.
• Demonstrated experience using data to guide operational decisions and process improvements.

Preferred Skills/Experience:

• Experience leading multiple teams or functional areas within a complex, regulated healthcare environment.
• Knowledge of patient support program operations, patient access, reimbursement, case management, oncology, rare disease, or immunology programs.
• Experience with workforce planning, resource allocation, succession planning, change management, and employee engagement.
• Familiarity with Quality Management Systems, audit readiness, training compliance, and continuous improvement.
• Strong presentation, stakeholder-management, decision-making, problem-solving, and communication skills.
• Ability to synthesize complex operational information into clear insights and recommendations.
• Bilingual proficiency in English and French is an asset.

Description of Travel, In-Office and Physical Requirements

This is a hybrid role for candidates located in the Greater Toronto Area. The successful candidate must be able to work from the McKesson GTA Campus (2300 Meadowvale Blvd, Mississauga, ON) approximately once per month and attend additional in-person meetings or events as operationally required.

Our Base Pay Range for this position

$86,900 - $115,800

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

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 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 (United States) [e-mail] or (Canada) [e-mail]. Resumes or CVs submitted to this email box will not be accepted.

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