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McKesson · 2 weeks ago

Lead Product and Technology Support

Irving, TX

Full-time

Hybrid

Lead/Staff

$46.27/hr - $77.11/hr

10+ years exp

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. The Lead Product & Technical Support acts as a technical and consulting resource for moderately complex issues related to the implementation and management of Ontada’s technology products, providing third-level support and ensuring customer satisfaction throughout the product lifecycle.

BiopharmaBiotechnologyHealth CareInformation TechnologyPharmaceutical

No H1B

Responsibilities

Deliver world-class, “white-glove”, customer support experiences, providing clinical application support to customers, peers, and stakeholders

Research, evaluate, and recommend solutions within the Production environments to improve performance and efficiency

Test, validated, and implement new technology solutions and modifications before they become operational and in production

Develop and maintain detailed flow charts, work process documents, and appropriate procedures that support the production architecture

Compile information and data and prepare reports related to Production application(s)

Assist and participate (along with other teams) in product development ceremonies, contributing to comprehensive implementation and post-production support project plans

Use the Ontada Incident Management and Major Incident Management processes to resolve third-level incidents as assigned

Actively maintain and improve personal and technical skills with appropriate materials via books, websites, newsletters, seminars, education and training

Act as the “Service Owner” of the support model for Ontada Technology Solutions, driving the customer-first mindset and demonstrating your commitment to McKesson iLEAD, i2CARE, and Ontada Culture

Promote effective teamwork among cross-functional teams and provide day to day direction for core team

Ensure that requirements to internal and external customers are met in a timely and cost-effective manner; solicit feedback from customers to identify opportunities to improve products and/or services; resolve minor conflicts and involve team members in problem resolution

Maintain an in-depth understanding of Ontada technology solutions and life sciences products

Maintain a thorough understanding of regulatory requirements and healthcare initiatives in the Community Oncology setting and how Ontada supports these customer needs

Maintain 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

Assist in the development of self-help tools, templates, processes, and protocols and facilitate training on upcoming releases, integrations, enhancements, and defect resolution

Qualification

Oncology experienceRegulatory Requirements knowledgeClinical workflow supportInterface technologies knowledgeSQLOracle DatabasesEHR systems experienceWindows operating systemsITIL CertificationExceptional communication skillsProblem-solving skillsOrganizational skillsTeam collaboration

Required

Degree or equivalent and typically requires 10+ years of relevant experience. Less years required if has relevant Master's or Doctorate qualifications

4-year Degree in healthcare or related field or equivalent experience

10+ years of experience in Oncology within a clinical, administrative, or supportive role

Take ownership of complex situations and work within a team environment to resolve issues effectively

Drive first-time quality results and lead support operations and initiatives

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 autonomy, quickly understanding complex problems and developing solutions to resolve issues expediently

Thorough knowledge of Regulatory Requirements in Healthcare, including but not limited to CMS requirements such as Medicare Claims Processing, Physician Fee Schedules, and Value Based Care

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

Understanding of Windows operating systems, networking, and basic hardware troubleshooting

Knowledge of interface technologies, including HL7, XML, DFT, and FHIR API

Knowledge of SQL and Oracle Databases

Understanding of Electronic Prescribing, Direct Exchange, HIE, HL7 and Smart on FHIR integrations