Clinical Associate Program Manager
About the role
Job Summary Reporting to the Program Manager, the Clinical Associate Program Manager is responsible for undertaking the management, planning, and implementation of specific programs/portfolio within a Patient Support Program. Additional responsibilities include education and training of new team
members, process development and improvement across Canada, and ensuring team performance by reviewing weekly and monthly KPI targets. Acts as the main contact for all escalations on the team and provides timely resolutions and responses to operational inquiries.
Duties And Responsibilities
- Ensure that the overall performance of the program and its respective services: patient coordination, medication management, etc. is operating successfully.
- Ensure all team members are educated on the program, and all performance standards for the team are met or exceeded.
- Ensure all regional operational occurrences associated with the program are communicated to the Program Manager.
- Ensure workload measures meet performance targets and recommend changes if they do not meet targets.
- Ensure KPI’s are within performance expectations.
- Ensure hiring and orientation processes are sufficient to support program needs.
- Facilitates recruitment, orientation, evaluation and retention of staff.
- Make recommendations for changes in operations and assist in the execution of these changes.
- Collaborate with all internal departments who deliver program related services.
- Conducts Quality Audits to assure accuracy of workflows and client-specific processes.
- Ensure quality of clinical records and CRM are maintained.
- Attends internal and external meetings with the client.
- Assistance with billing and forecasting.
- Ensure hiring and orientation processes are sufficient to support program needs.
- Complete and/or assistance in annual evaluations.
- Assist and co-lead weekly client meetings (agenda, meeting minutes, resolutions)
- Helps organize and lead team meetings.
- Must be able to identify and report AE’s to health Canada, Med Info and enter into source system and third party systems
- Responsible for ensuring staff follow Pharmacovigilance guidelines and reporting requirements.
- Responsible for assisting in manufacturer audits as needed.
- Helps with the upkeep of program work instructions and SOPs.
- Point of escalation for team members.
Qualifications
- Graduate of Registered Nursing Program or Registered Practical Nursing Program holding current registration from an accredited School of Nursing.
- Bilingual FR/EN preferred.
- Pharmaceutical program experience is required.
- Vast knowledge of Blood Bank processes is an asset.
- Progressive responsibilities in team management required.
- Assists with program quality improvement initiatives.
- Strong combination of project management, performance analytics, client management, casemanagement and people skills.
- Strong organizational and project management skills with implementation.
- Strong computer and software skills: Excel, Word, Outlook, Adobe Acrobat, CRM database entry,web portals, teleconferences, web-based meetings.
- Ease with working independently and making decisions using sound judgment, and meeting deadlines.
- Proven customer relationship and/or account management skills with direct client interaction.
- Positive attitude and motivational drive for conflict and resolution.
- Strong strategic thinking and problem-solving skills.
- Excellent written and verbal communication skills.
- Familiarity with PIPEDA and how it applies in a confidential patient environment.
- Travelling may be required.
Primary Location ON-Mississauga
About Bayshore HealthCare
At Bayshore, we believe in creating special moments for our clients each and every day, whether at the bedside, on the phone or in the clinic. These moments touch the lives of our clients and our employees, and they guide the way we run our business. These moments inspire, change and encourage us. They are what we call the Bayshore difference.
Bayshore HealthCare is one of the country’s leading providers of home and community health care services and is a Canadian-owned company.
With over 100 locations across the country, including home care offices, pharmacies and infusion clinics, Bayshore has more than 13,000 staff members and provides care to over 350,000 clients. We are dedicated to enhancing the quality of life, dignity and independence of all Canadians, by providing customized care plans and solutions that allow clients to remain in the comfort of their own home. See what some of our clients have to say about their experience with Bayshore. We have been a recipient of Canada’s Best Managed Companies award since 2006.
Chez Bayshore, nous croyons en la création de moments spéciaux pour nos clients, chaque jour, que ce soit à leur chevet, au téléphone ou dans une clinique. Nous cherchons à améliorer la qualité de vie, la dignité et l’autonomie de tous les Canadiens, en fournissant des plans de soins personnalisés et des solutions qui permettent à nos clients de rester dans le confort de leur propre foyer.
Bayshore, une entreprise exclusivement canadienne, est l’un des plus importants fournisseurs de services de santé à domicile et en milieu communautaire au Canada. Avec plus de 100 établissements à travers le pays, y compris des succursales dédiées à la prestation de soins à domicile, des pharmacies et des cliniques de perfusion, Bayshore compte au-delà de 13 000 employés et prodigue des soins à plus de 350 000 clients.
AP-2000672
Clinical Associate Program Manager
About the role
Job Summary Reporting to the Program Manager, the Clinical Associate Program Manager is responsible for undertaking the management, planning, and implementation of specific programs/portfolio within a Patient Support Program. Additional responsibilities include education and training of new team
members, process development and improvement across Canada, and ensuring team performance by reviewing weekly and monthly KPI targets. Acts as the main contact for all escalations on the team and provides timely resolutions and responses to operational inquiries.
Duties And Responsibilities
- Ensure that the overall performance of the program and its respective services: patient coordination, medication management, etc. is operating successfully.
- Ensure all team members are educated on the program, and all performance standards for the team are met or exceeded.
- Ensure all regional operational occurrences associated with the program are communicated to the Program Manager.
- Ensure workload measures meet performance targets and recommend changes if they do not meet targets.
- Ensure KPI’s are within performance expectations.
- Ensure hiring and orientation processes are sufficient to support program needs.
- Facilitates recruitment, orientation, evaluation and retention of staff.
- Make recommendations for changes in operations and assist in the execution of these changes.
- Collaborate with all internal departments who deliver program related services.
- Conducts Quality Audits to assure accuracy of workflows and client-specific processes.
- Ensure quality of clinical records and CRM are maintained.
- Attends internal and external meetings with the client.
- Assistance with billing and forecasting.
- Ensure hiring and orientation processes are sufficient to support program needs.
- Complete and/or assistance in annual evaluations.
- Assist and co-lead weekly client meetings (agenda, meeting minutes, resolutions)
- Helps organize and lead team meetings.
- Must be able to identify and report AE’s to health Canada, Med Info and enter into source system and third party systems
- Responsible for ensuring staff follow Pharmacovigilance guidelines and reporting requirements.
- Responsible for assisting in manufacturer audits as needed.
- Helps with the upkeep of program work instructions and SOPs.
- Point of escalation for team members.
Qualifications
- Graduate of Registered Nursing Program or Registered Practical Nursing Program holding current registration from an accredited School of Nursing.
- Bilingual FR/EN preferred.
- Pharmaceutical program experience is required.
- Vast knowledge of Blood Bank processes is an asset.
- Progressive responsibilities in team management required.
- Assists with program quality improvement initiatives.
- Strong combination of project management, performance analytics, client management, casemanagement and people skills.
- Strong organizational and project management skills with implementation.
- Strong computer and software skills: Excel, Word, Outlook, Adobe Acrobat, CRM database entry,web portals, teleconferences, web-based meetings.
- Ease with working independently and making decisions using sound judgment, and meeting deadlines.
- Proven customer relationship and/or account management skills with direct client interaction.
- Positive attitude and motivational drive for conflict and resolution.
- Strong strategic thinking and problem-solving skills.
- Excellent written and verbal communication skills.
- Familiarity with PIPEDA and how it applies in a confidential patient environment.
- Travelling may be required.
Primary Location ON-Mississauga
About Bayshore HealthCare
At Bayshore, we believe in creating special moments for our clients each and every day, whether at the bedside, on the phone or in the clinic. These moments touch the lives of our clients and our employees, and they guide the way we run our business. These moments inspire, change and encourage us. They are what we call the Bayshore difference.
Bayshore HealthCare is one of the country’s leading providers of home and community health care services and is a Canadian-owned company.
With over 100 locations across the country, including home care offices, pharmacies and infusion clinics, Bayshore has more than 13,000 staff members and provides care to over 350,000 clients. We are dedicated to enhancing the quality of life, dignity and independence of all Canadians, by providing customized care plans and solutions that allow clients to remain in the comfort of their own home. See what some of our clients have to say about their experience with Bayshore. We have been a recipient of Canada’s Best Managed Companies award since 2006.
Chez Bayshore, nous croyons en la création de moments spéciaux pour nos clients, chaque jour, que ce soit à leur chevet, au téléphone ou dans une clinique. Nous cherchons à améliorer la qualité de vie, la dignité et l’autonomie de tous les Canadiens, en fournissant des plans de soins personnalisés et des solutions qui permettent à nos clients de rester dans le confort de leur propre foyer.
Bayshore, une entreprise exclusivement canadienne, est l’un des plus importants fournisseurs de services de santé à domicile et en milieu communautaire au Canada. Avec plus de 100 établissements à travers le pays, y compris des succursales dédiées à la prestation de soins à domicile, des pharmacies et des cliniques de perfusion, Bayshore compte au-delà de 13 000 employés et prodigue des soins à plus de 350 000 clients.
AP-2000672