Clinical Associate Program Manager

4 weeks ago

Quebec City, Canada Bayshore HealthCare Full time

**ABOUT THE ROLE**:
Reporting to the Program Manager, the 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.

**A DAY IN THE LIFE**:

- 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.
- 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.
- 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
- 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

Job Qualification
- Bilingual in French and English is an asset for this role
- Pharmaceutical program experience strongly recommended
- Responsible for coaching and ongoing evaluation of team members
- Assists with program quality improvement initiatives
- Strong combination of project management, performance analytics, client management, case management and people skills
- 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 organizational and project management skills with implementation
- Strong computer and software skills: Excel, Word, Outlook, Adobe Acrobat, CRM database entry, VOIP telephony, 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 in English and French
- Familiarity with PIPEDA and how it applies in a confidential patient environment.
- College or University degree
- Travelling may be required

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. At Bayshore all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two dose vaccine series or one dose of a single
- dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the official start date of hire. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.
- Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and applicable Provincial Human Rights Codes._

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