Customer Service Support Representative- Risk Management

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.

Position Description:  We are seeking a dedicated Customer Service Support Representative- Risk Management to work with partners, customers, and various internal stakeholders, including sales, account management, product management, implementations, finance teams. This role involves handling pre-contracting and post-contracting service functions that support partners and a variety of customer service and administrative responsibilities supporting the Vendor Management Organization (VMO).

Key Responsibilities:

• Interface with partners, customers, and internal stakeholders to manage pre-contracting and post-contracting activities related to merchant processing and point-of-sale, including but not limited to device order and other miscellaneous ongoing and account setup activities.
• Initiate pre-contracting third-party risk triage and risk assessments with the Corporate Third-Party Security Architecture (TPSA) and VMO Teams.
• Track and support closing out after-action and corrective action plans for new and existing partners as identified by the Corp TPSA Team.
• Review Business Partner contracts for accuracy and manage the Risk Assessment process prior to contracting and/or when updating contracts.
• Perform accurate and detailed data entry into Risk Management databases, and VMO repositories, SharePoint, TPSA tracker, and project reporting tools.
• Collaborate with multiple inter-department teams and provide timely and accurate progress and project status updates.
• Meet established department turnaround times and assist partners with account documentation reconciliation, ensuring all required documentation is on file.
• Administratively assist customers and partner calls of a non-technical nature.
• Coordinate and facilitate ancillary Customer Service functions and activities with outside vendor partners (e.g. POS, Merchant Processors, PCI P2PE, etc.) as needed.
• Troubleshoot and interface between customers, partners, and internal teams to resolve partner issue escalations.
• Effectively de-escalate customer service and partner issues and present clear solutions with timelines.
• Ensure partners have updated records on file for VMO, including issue escalation plans, accurate contact lists, business continuity plans, and required security documents.
• Update and maintain required process maps and SOPs for the role.

Qualifications, Knowledge & Skills:

• Minimum of 5+ years of Customer Service experience.
• Strong critical thinking, problem-solving, and communication skills.
• Industry experience with third-party risk management.
• Proficiency in relevant software and tools (e.g. Excel, Word, Smartsheets, SharePoint, PowerPoint).
• Ability to work independently and cross-functionally with other departments on detail oriented and complex projects.
• Experience managing projects and adhering to strict timelines.

Minimum Requirement

Degree or equivalent and typically requires 5+ years of relevant experience.

Candidates must be authorized to work in USA. Sponsorship is not available for this role.

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 is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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