Associate Program Manager
JOB SUMMARY Reporting to the Program Manager, the Associate Program Manager is responsible for undertaking the management, planning, and implementation of the Patient Support Program, including managing the day to-day activities of the Nurse Case Managers (NCM) and the Reimbursement Specialists (RS). Additional responsibilities include education and training of new NCMs & RS team members, process development and improvement across Canada, and ensuring team performance by reviewing weekly and monthly KPI targets. The Associate Program Manager acts as the main contact for all escalations from 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
- Complete and/or assist with chart reviews for the entire team
- 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
- Conduct 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
- 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
- Some traveling required
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
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