Operations Manager- Ophthalmology

2 months ago

Markham, Canada Sentrex Health Solutions Inc. Full time

**Position Type**: Full-Time

**Department**:Patient Support Program

**Work Location**: Canada

**Work Arrangement**: Remote

**Work Hours**:Monday to Friday

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
- Quarterly virtual social events

**The Opportunity**:
The Operational Manager role reports directly to the Director, PSP and will work closely with the cross-functional team. The Operations Manager will be responsible for daily oversight and operational management of the One Team supervisors by monitoring program goals and KPIs over performance indicators while ensuring the efficient and effective delivery of support services to patients and clinics. The role is critical for providing operational excellence through quality standards to support a seamless, positive, end-to-end patient journey.

**A Day in the Life (What you will do here)**:

- Oversee the operational activities within each pod.
- Implement new strategies to improve patient experience within the PSP.
- Operationalize Program objectives within each pod.
- Collaborate with Program Manager data management and program projects via the feedback loop.
- Manage and lead a team of supervisors and support staff, providing guidance, coaching, and support to ensure team cohesion and high performance.
- Set clear performance expectations and regularly assess and evaluate team members' performance.
- Foster a positive, collaborative work environment that encourages teamwork and professional growth.
- Develop and implement operational strategies to optimize patient support service delivery, streamline processes, and improve efficiency.
- Monitor and analyze operational metrics, such as call volume, response times, and case resolution rates, to identify areas for improvement.
- Allocate resources effectively to meet service demands and maintain appropriate staffing levels.
- Identify and implement opportunities to improve operational efficiency and quality.
- Implement continuous improvement initiatives based on feedback, data analysis, and industry best practices.
- Implement new strategies to improve patient experience.
- Identify training needs for supervisors and support staff and develop training programs to enhance their skills and knowledge.
- Additional duties as requested by the Manager.

**What you need to ensure you are set up for success**:

- Post-Secondary degree or diploma in Health Science
- 2-3 years of management experience
- 3+ years of experience in the biopharmaceutical/pharma / healthcare industry
- Previous involvement in managing healthcare or specialty drug programs is an asset
- Strong knowledge and understanding of PSP
- Strong leadership and management skills to effectively lead and motivate team
- Problem-Solving and analytical skills to identify and address challenges
- Highly organized and efficient
- Experience in coordinating/managing projects
- Enjoys working in a fast-paced environment
- Highly collaborative with effective and practical communication skills
- Can work on multiple projects simultaneously with competing deadlines
- Collaborative with a positive disposition
- Comfortable in speaking with various levels of management
- Bilingual: English and French an asset

**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 lev

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