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. Health Mart Atlas is the largest PSAO (Pharmacy Services Administration Organization) offering industry-leading, centralized managed care solutions to over 6,000 independent and small & medium chain pharmacies, nationwide. Health Mart Atlas obtains and manages third-party contracts, improves revenue cycles, and decreases the time spent dealing with PBM (Pharmacy Benefit Management) issues. Health Mart Atlas provides its members with the scale and leverage needed to effectively compete in today's marketplace to gain access to patients and preferred networks. The Pharmacy Engagement Supervisor will be responsible for leading a team of front-line Customer Service Representatives and Pharmacy Engagement Specialists by providing support and direction to a team of 8 to 15 employees. Responsibilities will include the daily monitoring and reporting of productivity, assistance in the research and resolution of issues, coaching and development of team members, and overall development of team performance. The Pharmacy Engagement Supervisor will collaborate with the Account Management team in providing a differentiated level of support through the Pharmacy Engagement Specialists assigned to key customer relationships. This position will be responsible for performing front-line support to Health Mart Atlas members including managing escalated and sensitive customer issues. Additionally, the Pharmacy Engagement Supervisor may participate in and/or lead projects relating to the integration of telephone and CRM systems with other McKesson customer care and related operations. The Pharmacy Engagement Supervisor must have an excellent understanding of retail pharmacy industry, comfort with learning and educating others on managed care topics such as reimbursement rates, DIRs, MAC pricing, preferred networks, Pharmacy performance (operational & clinical), and the PBM and Payor market. This position requires excellent communication, collaboration, customer service, time management and follow-up skills. Key Responsibilities: Oversee the daily activities of the team including but not limited to ensuring accurate quality and quantity of phone calls, both external and internal; timely and accurate follow up on customer requests/issues; accurate documentation and reporting of performance; monitoring and coaching as needed. Assist management in monitoring department productivity and performance through statistical data with respect to call volume, call answer rate, schedule adherence, talk time, performance quality, issue resolution and completion of assigned tasks and regularly report performance to goals, successes and opportunities for development to team and management. Assist management with the research, development and implementation of departmental standard operating procedures governing daily activities. Regularly monitors and reviews effectiveness and efficiency of existing standard operating procedures to ensure on-going full support of both customer and company interests. Perform front-line call center duties for a portion of their workday; meet performance and quality goals as required for position including maintaining call metric and quality standards; addressing issues/questions as needed; providing timely follow up and responses Collaborate with Account Management and cross