Sr. Representative | 6 Openings

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.

Sr. Representative | 6 Openings - Location (US)

Position Summary

If you have excellent customer service and HR skills and a desire to ensure services are implemented at the highest standards for positive experiences – we need you!

As a first-level HR Support Representative on the Employee Care Team, you will handle phone and electronic inquiries from McKesson employees, managers, former employees, dependents, and external agencies. Your role involves providing direct resolutions or appropriately routing inquiries to relevant Operations or Shared Service departments.

When an employee or a People Leader at McKesson needs assistance, they often turn to the McKesson Employee Care team. The goal of the Employee Care team is to provide a delightful employee experience as employees and people leaders seek assistance on HR matters. To provide a delightful experience, this role must:

• Respond to employee or people leader questions promptly and accurately with empathy.

• Navigate multiple HR systems to identify resources to assist employees and people leaders and ensure thorough case documentation.

• Communicate both verbally and in writing with clarity and respect.

• Be comfortable in a fast-paced environment that is technology enabled.

This position reports directly to the Employee Care Manager. The ideal candidate should possess excellent customer service and HR knowledge, with a proven ability to manage complex initiatives involving multiple stakeholders. They should have outstanding communication, problem-solving, and multitasking skills, along with a strong attention to detail and proficiency in HR systems. A passion for improving Employee Care service delivery, coupled with adaptability, confidentiality, and teamwork, is essential. This candidate is dedicated to delivering exceptional HR support and enhancing the overall employee experience in a dynamic, fast-paced environment.

Key Responsibilities

Delivering Results with Integrity and Confidentiality

• Serve as first point of contact for HR questions, responding to Employee Care inquiries with integrity and confidentiality.

• Address and resolve issues received through all service channels for employees and people leaders, while also offering user navigation support and general routine inquiry assistance for HR systems, programs, and policies.

• Apply business acumen and understanding of McKesson policy and programs to answer general employee inquiries.

• Provide transaction support for employee life cycle events with end-to-end process orientation.

Quality & Detail Oriented

• Ensure that each inquiry is met with a thorough and accurate response.

• Skilled in creating comprehensive and detailed case documentation.

• Use critical analysis and problem solving to resolve the issue before escalating or routing to another department.

• Provide high level customer service by ensuring employee questions are fully addressed, providing follow up to ensure that each case is fully resolved.  

Customer Orientation

• Use judgement to escalate HR Support inquiries to the leadership team when ambiguous or requires more expertise to address or route appropriately.

• Determine appropriate department, resource or Sr. Representative to route inquiries that cannot be resolved by the Employee Care Support team alone.

Education/Training –

• Associates degree or equivalent experience required

• (Bachelor’s degree preferred) in human resources, business administration, organizational development, or related equivalent experience.

• Minimum two (2) years of human resources or contact center/HR Shared Services experience.

Business Experience –

• Comfortable with Microsoft office tools

• ServiceNow experience preferred

• Navigating multiple technology tools including such as ServiceNow, Workday, ADP, Sharepoint, chatbot/virtual agent assistants, knowledge repositories, Microsoft Teams, etc.

Critical Knowledge & Competencies:

• Delivering Results with Integrity and Confidentiality

• Building Relationships of Trust

• Engaging Customers

• Customer Orientation

• Drives Execution

• Application of McKesson Systems, Policies and Processes

• Application of HR Administrative Functions, Laws and Regulations

• Knowledge of HR Technical Systems

• Quality and Detail Oriented

• Conflict Management

Key Differentiators:

• Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills.

• Applies company policies and procedures to resolve a variety of issues.

• Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors.

• Exercises judgment within defined procedures and practices to determine appropriate action. 

• Builds knowledge of the organization, processes and customers.

• Receives a moderate level of guidance and direction.

Working Conditions:

Environment (Office, warehouse, etc.) – 

• Traditional office environment with an expectation of working onsite 2-3 days per week.

• Ability to work during Employee Care hours of operations which are Monday - Friday, 9am-7pm EST. 

Physical Requirements (Lifting, standing, etc.) –

• Large percent of time performing computer-based work is required.

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 click here.

Our Base Pay Range for this position

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

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) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.

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