Posted on 01-30-2012
Company: McKesson Specialty Care Solutions
Title: Data Management Analyst 3
Location: Scottsdale, AZ

Empowering patients starts with you. It starts with the chain of events you initiate when you work on the combined team of McKesson Specialty Care Solutions and US Oncology- a chain that extends across the country uniting a network of community-based cancer clinics and resulting in millions of people getting more from their healthcare.

Across McKesson Specialty Care Solutions and US Oncology, our team affects the full continuum of healthcare – ultimately helping to improve the patient experience at the individual level. Our specialty pharmaceutical programs offer a significant impact for our customers and their businesses. The Distribution Services segment of our company is dedicated to the wholesale distribution of specialty pharmaceuticals – focusing on oncology and other specialty products. Our Specialty Patient Services group provides compliance and adherence programs, as well as reimbursement hotlines, patient assistance and support programs and the managed distribution of pharmaceutical products. Our Specialty Solution Center is the largest single-site call center in healthcare, offering a centralized approach to optimize manufacturer product reimbursement and access. Our US Oncology operations unite one of the nation’s largest health-care services network devoted exclusively to cancer treatment and research, and is a pioneer in community-based cancer care. Annually, the united network of more than 9,000 physicians, clinicians, nurses, and administrators delivers integrated cancer care to more than 850,000 cancer patients in community-based clinics located in 41 states.


Current Need

– Oversee the work of the WFM analysts call center forecasts and schedules that are created to maximize resources while meeting contractual obligations.
– Supports WFM analysts in their monitors of agent adherence to schedules (RTA), breaks and exceptions, providing reports and making recommendations to Call Center Management personnel.
– Maintain Call Center Management software (eWFM, IEX, Blue Pumpkin) used in scheduling, forecasting, call routing and reporting.
– Validate inputs and create new business staff models on demand as part of the RFP process.
– Special projects as determined by WFM Manager or Sr. Director Shared Services

Position Description

Responsible for analysis related to the item, vendor and customer master files.  Provides analysis or system enhancements that allow data integrity associates to perform their duties more efficiently and with improved accuracy.  May work on special projects related to master file integrity or process improvement as identified by management.

Minimum Requirements

5+ years experience in data analysis
Minimum 2 years experience in long term staff forecasting and modeling in call center environment.
General statistics knowledge and familiarity with trending, time-series analysis, regression analysis and seasonality.
Advanced /expert level proficiency in Excel.

Additional Knowledge & Skills

– Business Experience – 5+ years in Workforce Management and/or data analysis with emphasis on long-term forecasting and staff demand modeling.
– Specialized Knowledge/Skills ¿  Expert knowledge of MS Access, Business Objects, SQL  and/or Crystal Reports helpful.
– Solid understanding of Workforce Management software (like eWFM, IEX, Blue Pumpkin).
In-depth understanding of call center daily operations and strategies.


4-year degree in business or related field or equivalent experience