Bilingual Associate Program Manager

**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
- 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
- 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

Job Qualification

**WHAT YOU BRING TO THE TEAM**
- Graduate of Registered Nursing Program or Registered Practical Nursing Program holding current registration from an accredited School of Nursing.
- Experience in Patient Support Services is required
- Must be bilingual in both French and English
- 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
- 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
- Familiarity with PIPEDA and how it applies in a confidential patient environment.
- Travelling may be required