Program Manager (Remote)
Position Type: Full Time
Department: Patient Support Programs
Work Location: Canada
Work Arrangement: Remote
Work Hours: Standard Business Hours Monday to Friday, flexibility between 8am - 8pm est.
Travel Required: Up to 15% as requested
A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.
Come and join our team! But first, let us tell you why we love working here:
We are 100% Canadian with locations across the country
State-of-the-art facilities to provide high-quality products and services
The opportunity to be a part of a winning, high-performing team
Collaborative, engaging workplace culture – we are passionate about our people!
Flexible working environment that promotes a healthy work-life balance
Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year
The Opportunity:
Reporting to the Director of Patient Programs, the Program Manager is responsible for undertaking the management, planning, and implementation of specific programs/portfolios. The Program Manager role has a strong combination of project management, performance analytics, client management, case management, and people skills. Individuals who would succeed in this role are positive, driven, and committed to building outstanding and innovative support programs.
A Day in the Life (What you will do here):
Ensuring the program is designed and implemented as per the sponsor’s strategic direction.
Ensuring all program Client’s needs are being met
Responsible for the overall performance of the program and its respective services: reimbursement, patient coordination, medication management, etc.
Continue to build upon existing experiences, become the reimbursement expert in each therapeutic area being managed, in order to build content for training and ensuring the team has all required context within their therapeutic landscape.
Ensuring that any stakeholder escalations are managed appropriately and to the Client’s satisfaction
Providing the program sponsor with portfolio insights and intelligence (market, competitive, and payer)
Ongoing evaluation of program strengths, weaknesses, and potential areas for improvement. Make recommendations for changes in operations and assist in the execution of these changes through a robust change management process
In collaboration with the analytics team, facilitate the design, production, and delivery of all program-related reporting
Participate/lead in respective client meetings
Collaborate with internal departments, including Client Solutions Managers, and all others who deliver program-related services to ensure optimal execution and performance in all aspects of client communications and client relations.
Assist with quality assurance and quality improvement initiatives, overseeing the completion of all required CAPA activities.
Oversees case managers to ensure their ability to handle calls and provide appropriate customer service, document requirements in the system, and manage follow-up calls.
Monitors the performance of staff members to assess training needs
Provides input for scheduling to provide adequate staffing; makes recommendations to management for required changes.
Manage and participate in program design and development activities (i.e., development of primary and secondary documentation, program manuals, SOPs, flows, and charts)
Manage and participate in the project technical set up (i.e., telephony, data collection tools and processes, reports, and project reporting requirements)
Manage day-to-day project activities (i.e., responding to client/internal inquiries and troubleshooting)
Address ad hoc client requests and case escalations, coordinate internal resources, and communicate to external stakeholders
Participate in consulting and/or research projects as necessary to support the project and other departmental projects and initiatives
Communicate effectively and on an ongoing, scheduled basis program status to account manager/project director
Additional duties as determined by your Manager
What you need to ensure you are set up for success:
University degree in applicable field
Bilingualism (English and French) is an asset
Broad knowledge and training in the fields of business administration, accountancy, sales, marketing, or similar vocations
1-3 years of experience in a Program Management role
Minimum of 2 years in a People Management role
Demonstrated expertise in reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes
Understanding of the direction of technology, trends, and strategic business impact on key clients
Knowledge of full-service call center programs
Ability to interpret financial data and manage a budget
Strong customer/client management background
Exceptional project management skills with experience in organizing, planning, and executing projects from vision through to implementation
Strong analytical, conceptual, and problem-solving skills with a demonstrated track record of new concept development for various projects
Critical thinking skills, strong ability to problem solve and innovate with creative solutions for internal or external stakeholders
Strong interpersonal and leadership skills; ability to develop and grow talent
What makes you a great fit for this team:
Your commitment to providing a high level of service to your internal and external clients.
You are highly adaptable with a track record of success during times of growth and organizational change.
You have a proven track record of developing trust and influence at multiple levels.
You demonstrate an impactful and candid communication style.
You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.
Why join Sentrex?
We value our employees! Our permanent full-time employees are provided with a:
Competitive Salary and generous vacation entitlement
Wellness Program (5 paid days off for your well-being!)
Paid Sick Days
Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
Employee & Family Assistance Program
RRSP Matching Program
Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.
We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!
Accommodations can be made available upon request for those candidates taking part in the selection process.
Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process.
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