Patient Experience Manager

4 weeks ago

Oakville, Ontario, Canada BioScript Logistics Inc. Full time
Job Title: Patient Experience Manager

BioScript Solutions is a leading provider of specialty health care services, committed to simplifying access to care for people with chronic health conditions and rare diseases. We're seeking a highly skilled Patient Experience Manager to join our team in Moncton, NB or Oakville, ON.

Job Summary:

The Patient Experience Manager will be responsible for leading a team of patient support professionals, working closely with NavieGo patient programs to anticipate resourcing and staffing needs. This role will also oversee the NavieGo CARES program, responsible for monitoring patient interactions and quality assurance, and lead a team of Senior Reimbursement Specialists.

Key Responsibilities:
  • Recruit, engage, and lead a team of Senior Reimbursement Specialists, Reimbursement Specialists, Administrative Assistants, and other key support roles for patient support programs.
  • Oversee the NavieGo CARES program to monitor and evaluate patient interactions and lead a team of Patient Interaction Coordinators.
  • Define requirements and implementation of best practices for all patient interactions, including management of performance trackers, scorecards, and feedback sharing sessions.
  • Work in collaboration with Insight Analysts to complete data analysis, trends, and insights to guide recommendations and drive continuous improvement in program resourcing and patient interactions.
  • Monitor the performance of direct reports to assess training needs; provide coaching and mentoring to direct reports based on feedback gathered from program managers and performance KPIs.
  • Ensure the team and priorities are aligned with NavieGo's strategic direction.
  • Demonstrate a solid knowledge of public, private, and federal funding mechanisms.
  • Support the execution of program launches, transitions, data migrations, integrations, and special projects as needed.
  • Work closely with Program Managers to backfill specific roles within each program.
  • Manage the onboarding and offboarding process for new and existing team members to ensure team members are adequately trained to backfill program resource requirements.
  • Support the development and implementation of quality operational initiatives and corrective action reviews.
  • Effectively communicate and promote the services of the Advanced Resource through newsletters, presentations, and regular team updates.
Requirements:
  • Post-secondary education or equivalent work experience in a related field.
  • Experience within the customer support industry or in a contact center environment.
  • Experience in a Patient Support Program operations setting is considered an asset.
  • Knowledge of pharmaceutical industry is an asset.
  • Knowledge of the Canadian national reimbursement landscape is an asset.
  • Ability to lead, engage, coach, and mentor a team.
  • Ability to work with ambiguity.
  • Ability to work independently and in a team environment.
  • Communicate verbally, with clarity in one-on-one and group situations.
  • Proven ability to organize time, set priorities, and multi-task to meet various competing deadlines.
  • Strong critical thinking and innovative solutions mindset.
  • Strong analytical and problem-solving skills.
  • Strong proficiency in Microsoft Office, Data Analytics tools and/or Excel, CRM experience/mastery and business communication tools (Smartsheet, Service Now, Lucid Chart).
What We Offer:

BioScript Solutions is a people-centric organization committed to fostering a culture free of discrimination and providing a safe space for all team members to express their individuality. We offer a competitive total rewards package and paid time off to volunteer. We're proud to be an equal opportunity employer and encourage and accept all applications.

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