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Associate Program Manager

1 month ago

SaintLaurent, Canada Compile Full time

Job ID JR0125259

Category Field Operations, Distribution Operations

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

**Job Summary**:
The Associate Program Manager will ensure a professional and service oriented work environment by monitoring performance, motivating and developing their case management and administrative team members to deliver excellent customer service and achieve required performance objectives. In addition to supporting the operations team, The Associate Program Manager will also support the Program Manager in the strategic and technical development of the PSP as well as with client relations. The Associate Program Manager must be well versed in Patient Services offerings, organizational procedures, Contact Centre technology and reporting.

**Specific Responsibilities**:
Specific Responsibilities generally include but are not limited to the following:

- Competently performs the duties required of the case management team, as assigned; Associate Program Managers will throughout the month be required to place and/or receive program-related calls, which will equate to no less than 10% of their hours worked each month. Calls may be as a result of, but not limited to, covering workload for the team, dealing with sensitive or escalated cases, or ensuring they are up-to-date with program activities.
- Develops working relationships that supports the growth and success of each staff member and the department;
- Demonstrates a thorough understanding of all policies, procedures and processes and articulates the same to staff. Ensures compliance and tracks as appropriate
- Participate and council the program manager, management team and pharma manufacturers in the program development and optimization.
- Rapidly and proactively identify program issues; promptly recommend solutions based on customer feedback, own judgment and research; and solve problems that impact the management and direction of the program.
- Provides regular feedback to the Manager regarding quality, operational, technical and/or process issues which involve a program, team or individual. Recommends corrective actions or follow up. Engages other resources as needed
- Based on the forecasted demand, oversees the scheduling of these employees and allocation of related resources to ensure effective and efficient delivery of case management services
- in each employee group to cover Contact Centre operational ours of 8am-8pm Monday - Friday, and as required weekend or holiday coverage
- Supports the Manager with the development and execution of policies and practices; responds according to policy direction at all times and seeks assistance with unusual situations and/or staff non-adherence
- Identifies collective or individual staff non-adherence to scheduling policies, attendance issues or trends, and/or other Workforce Management issues to the Manager on a regular basis
- Supports other Associate Program Managers and Managers in resolving scheduling-related issues, including contacting staff to fill shifts, assessing program resource allocations for cross-training or redistribution of responsibilities, as needed.
- Refers requests for scheduling changes and time off that fall outside established policies to the Manager for guidance

**Management of Patient Services Team**:

- Supervises, coaches and evaluates the performance of case management team; including establishing goals & objectives and completing performance appraisals in accordance with McKesson’s policies. General competencies include but are not limited to technical matters pertaining to drug reimbursement, case coordination, financial assistance, compliance services and adverse event reporting
- Reviews goals & objectives of team and individuals regularly; writes and delivers performance summaries in a concise, consistent, accurate and timely manner and completes mid-year and annual performance appraisal process in compliance with McKesson’s policies
- Acts as a Preceptor to new hires throughout the orientation period; supports Customer Management program-related training activities with supplemental mock calls, shadowing of calls, and providing additional support/training to ensure the staff member is successful
- Participates in continuing education sessions as required; motivations team to achieve departmental and business goals including, but not limited to, service level metrics, program and departmental