JOB SUMMARY

Reporting to the Program Manager, the Associate Program Manager is responsible for assisting with the management, planning, and implementation of a Patient Support Program They are responsible for managing the operational activities of a team of Reimbursement Specialists, Case Managers and Field Clinical Case Managers. Additional responsibilities include education and training of new team members, process development and improvement, and ensuring team performance. The Associate Program Manager 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 (reimbursement, 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
• Maintain team training matrix, HR files and other required documentations for audit up to date
• 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 KPIs are within performance expectations
• Ensure hiring and orientation processes are sufficient to support program needs
• Facilitate recruitment, orientation, evaluation, and retention of staff
• Complete and/or assist in annual evaluations
• Identify, document, implement, and monitor process improvements and enhancements
• 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 ensure accuracy of workflows and pharmaceutical partner(s) specific processes including call and chart audits
• Ensure quality of clinical records in CRM are maintained
• Attend internal and external meetings with the pharmaceutical partner(s) when required
• Help organize and lead team meetings
• Assistance with billing and forecasting
• Support with the timely prep, review, and submission of monthly program invoicing in cooperation with the Program Manager
• Ensure ad hoc requests and special projects from the pharmaceutical partner(s), Senior Management, and outside stakeholders are performed in a timely manner
• Must be able to identify and report Adverse Events 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
• Maintain program work instructions and SOPs
• Point of escalation for team members
• Complete other tasks, as requested

QUALIFICATIONS

EDUCATION

• College or University degree in management, health science or another related field OR equivalent experience

EXPERIENCE

• Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements)
• Pharmaceutical Patient Support Program experience strongly recommended
• Minimum one (1) year of experience in people management is an asset
• Exemplary verbal and written communication abilities
• Strong leadership and organizational skills
• Strong combination of project management, performance analytics, pharmaceutical partner(s) management, case management, and people skills
• Strong strategic thinking and problem-solving skills
• Positive attitude and motivational drive for conflict resolution
• Experience with evaluating and enhancing processes
• Canadian public and private reimbursement navigation experience and advocacy experience, within a patient program environment, ideally with drugs for chronic diseases
• Familiarity with the Special Authorization process for both public and private insurance
• Strong computer and software skills: Excel, Word, PowerPoint, Outlook, Adobe Acrobat, CRM database entry, telephony, web portals, teleconferences, web-based meetings
• Demonstrated willingness to travel as per business requirements
• Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment
• Established high speed internet access from home office

Other Skills and Abilities

• Proven customer relationship and/or account management skills with direct client interaction.
• Ability to lead and direct projects and project teams.
• Demonstrated experience with project management and implementation
• Ease with working independently and making decisions using sound judgment.
• Familiarity with PIPEDA and how it applies in a confidential patient environment
• Bilingualism in French and English is an asset for this role

At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing. At Bayshore Healthcare Ltd., and its subsidiaries, we are committed to fostering an inclusive workplace and operate in full compliance with all Provincial and Territorial legislation pertaining to Human Rights Codes and Accessibility requirements. To ensure continued compliance throughout the recruitment and selection process, we encourage candidates to disclose any accommodation needs they may have.