Team Lead, Rare Disease

As a Team Lead within Rare Disease, you will play a key role in supporting our mission to deliver an exceptional experience for patients, providers, and partners navigating rare and complex disease therapies. You’ll lead a team of frontline specialists, guide daily operations, and champion a culture rooted in McKesson’s iCare and iLead principles.
This role is ideal for a motivated, people‑focused leader who thrives in a fast‑paced environment, is passionate about service excellence, and is eager to contribute to continuous improvement across people, processes, and technology.

Key Responsibilities

People Leadership & Culture

• Foster a team culture centered on service excellence, compassion, and continuous improvement.

• Model iCare and iLead behaviors and set a positive, constructive tone for the team.

• Provide coaching, mentoring, and training to frontline staff to support performance, growth, and career development.

• Conduct regular quality monitoring, performance discussions, and coaching conversations.

• Participate in hiring decisions and contribute to annual performance evaluations.

• Encourage collaboration, knowledge sharing, and a supportive team environment.

Operational Leadership

• Provide day‑to‑day operations support to frontline staff, addressing escalated issues, complex patient cases, and workflow challenges.

• Monitor productivity, service levels, and team workload to ensure operational goals are met.

• Assign daily work, balance workloads, and ensure consistent workflow execution.

• Ensure accuracy and quality in call handling, case documentation, and service delivery.

• Discern operational problems, follow established procedures, and determine the appropriate course of action.

Quality, Compliance & Reporting

• Ensure compliance with all SOPs, contractual obligations, and federal/state regulatory requirements.

• Monitor, track, and report team performance metrics, identifying trends and recommending improvements.

• Identify training and competency gaps; partner with training teams to update materials and assessments.

• Identify and report adverse events (AEs) and product complaints (PCs) to clinicians in accordance with policy.

Continuous Improvement & Innovation

• Champion ongoing quality improvement initiatives that enhance the patient, provider, and client experience.

• Proactively evaluate opportunities to improve people, process, and technology to optimize efficiency and satisfaction.

• Contribute to the design and rollout of operational enhancements and organizational initiatives.

• Seek input from staff and actively encourage participation in improvement efforts.

• Promote an innovative mindset and foster a spirit of creativity within the department.

Cross‑Functional Collaboration

• Partner with internal teams—including quality, training, client services, and other operational groups—to support shared goals.

• Deliver operational insights and analytical reports to supervisors and leadership.

• Communicate proactively and transparently to build trust and alignment across the organization.

Minimum Requirement

Typically requires 6+ years of related experience.

Education

Associate’s degree or equivalent experience.

Critical Skills

• Proven leadership experience with a focus on employee motivation, coaching, and development.

• 6+ year of pharmacy, healthcare operations, or related frontline experience.

• Strong organizational skills and the ability to prioritize and multitask in a fast‑paced environment.

• Demonstrated innovative thinking with a track record of contributing new ideas or solutions.

• Ability to work flexible shifts as needed to support operations.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

• Relevant certifications appropriate to the department.

Preferred Skills

• 3+ years of pharmacy or patient support experience with strong understanding of customer service and reimbursement processes.

• Lean/Six Sigma certification.

• Experience leading projects or contributing to cross‑functional initiatives.

• Strong analytical skills with the ability to synthesize complex information into actionable insights.

• Excellent communication skills and comfort engaging with stakeholders at all levels.

• Demonstrated accountability and ownership of team or departmental performance.