Pharmacist Supervisor, Home Delivery (Mississauga) - McKesson Canada

The Pharmacist Supervisor is responsible for overseeing all the patient activities for the Home Delivery programs supported by the Pharmacists and designated Home Delivery Pharmacy Coordinators. The individual will support the Sr. Manager, Pharmacy to achieve overall performance and success of the pharmacy in alignment with the vision and priorities of Biopharma & Provider Solutions. The incumbent must make a difference by leading and developing pharmacists and pharmacy coordinators to build accountability, drive business results, and provide exceptional patient care; oversee the daily operations of the pharmacy staff including priority setting and review, issue escalation, resolution, and follow-up to provide a seamless workflow throughout pharmacy. Provide metric-based updates to the Sr. Manager at intervals to ensure proper performance, monitoring, escalation, staff orientation, training, and monthly check-ins on performance. The Pharmacist Supervisor is the designated point of contact for the Patient Support Programs supported by this group of pharmacists and pharmacy coordinators. The Pharmacist Supervisor role is a successor role for the Sr. Manager, Pharmacy, has the knowledge of the team focused on supporting Home Delivery programs, and serves as back-ups for other Pharmacist Supervisors or Managers as required.

Specific Responsibilities:

• Managing direct reports, namely Pharmacists and Pharmacy Coordinators

• Overseeing recruitment, hiring, onboarding, and training of new employees.

• Promoting ongoing team development through coaching and conducting quarterly performance evaluations.

• Oversight of all processes related to the dispensing of all medications for all home delivery programs at the Ontario McKesson Specialty Pharmacy.

• Accountable for being the designated liaison with the Program POCs for various programs and addressing concerns.

• Meeting or exceeding metrics and deadlines set by program Service Level Agreements (SLAs) for programs that fall under their portfolio.

• Managing external and internal service compliance, identifying risk and compliance opportunities, and assisting in assessing and mitigating identified risks while being accountable to corporate risk and other compliance functions.

• Conducting root cause and trend analysis and developing process improvements.

• Collaborating with the team to implement creative solutions to daily workflow challenges and temporary labour shortages.

• Developing and maintaining a team with a strong focus on customer service and continuous quality improvements.

• Maintaining program Standard Operating Procedures (SOPs), exceptions processes, workflows, scripting, training, and reports.

• Promotes and ensures that the highest quality of care is provided to patients and families.

• Providing regular feedback to the Sr. Manager regarding quality, operational, technical, or process issues and recommending corrective actions or engaging additional resources if needed.

• Overseeing employee scheduling and resource allocation based on forecasted demand to ensure effective and efficient departmental service levels.

• Supporting the Sr. Manager in policy and practice development, responding per policy direction, and seeking assistance for unusual situations or staff non-compliance.

• Conducting daily briefings on pharmacy operations with the Sr. Manager, addressing attendance, staff non-adherence, and resource allocation as required.

• Keeping track of KPIs that are relevant to their team such as Accounts Receivable, Call center metrics, and billing errors.

• Operate and promote behaviours that uphold McKesson i2Care and iLead Principles.

• Performing patient care related activities such as dispensing, counseling, checking RXs, renewing RXs, and submitting Adverse Events and Product Quality Complaints when required.

• Ability to perform tasks beyond the specific responsibilities of a Pharmacist Supervisor and adapting, as necessary.