Program Support Manager

**Program Support Manager**(**Job Number**:25005458**)**

**Primary Location**:QC-Montreal
- Administration
- **Employee Type**:Full-Time**Description**:

- ** JOB SUMMARY**

**The Program Support (PSM) that is referred to as Program Manager/Nurse Case Manager (PM/NCM). In addition to the program manager responsibilities listed within the duties and responsibilities, the PM/NCM will also be the point of contact offering support to physicians and medical case management services to patients. Assist physicians with the completion of all program specific paperwork and follow-up on submissions pertaining to obtaining drug access through various means to ensure patients have access to their prescribed treatments in a timely manner. Act as a resource to physicians who are prescribing this medication and continuous support for patients for complete case management in relation to the program.

**DUTIES AND RESPONSIBILITIES**:
**Patient Support Program Management**:

- Collaborates with partnering pharmaceutical company to ensure performance expectations are met and maintained.
- Maintains a patient centric approach to all decisions and activities related to their assigned Patient Support Program.
- Maintain team training matrix, HR files and other required documentations for audit up to date
- Works closely with internal and external stakeholders to ensure ongoing alignment and operations are meeting program requirements
- Communicates program updates (including competitive intelligence and strategic insight) on an ongoing basis with Bayshore management team.
- Takes a quality improvement approach when reviewing operations and delivering patient care.
- Always maintains confidentiality of pharmaceutical partner and corporate information.
- Develops business cases that deliver prompt, cost effective, creative solutions to the pharmaceutical partner and Bayshore.
- Utilizes data modeling and analytical techniques to identify efficiencies and areas of opportunity and improvement.
- Is responsible for understanding, implementing, and monitoring of all data reporting assigned to the program and submitted to internal and external stakeholders for review.
- Responsible for data integrity and accurate data collection by program staff
- Uses exceptional negotiation and customer service skills to cultivate long term partnerships in an ethical, transparent manner.
- Prepares and presents Quarterly Business Reviews (as contractually required) to both internal and external stakeholders.
- Supports the procurement, implementation, launch and development of revenue generating programs.
- Serves as primary point of contact for internal and external partners, to address and resolve any program specific inquires.
- Is financially responsible for the program P&L and works with senior management and finance to ensure the program is in a positive financial position.
- Consistently and proactively stays abreast of industry changes and shares strategic market insight with pharmaceutical partners.
- Demonstrates strong presentation skills and has public speaking ability to present complex data to customer groups during quarterly business meetings and for all ad hoc requests
- Complete other tasks as requested.

**Operations**:

- Develops and maintains specific program protocols, supporting documents, policies and procedures, including but not limited to scripting, SOP’s, Work Instructions and process flows in collaboration with pharmaceutical partner(s) if applicable
- Actively participates in the reporting of incidents or occurrences through the Quality Management System (QMR).
- Has a solid understanding of accounts payable and accounts receivable methodology.
- In conjunction with the Pharmacovigilance Department, assures collection, processing and reporting of Adverse Events within contractual KPI’s and pharmacovigilance requirements.
- Have strong project management skills and the ability to manage day to day operations, while assuming responsibility for several projects simultaneously.
- Must be able to identify and report AE’s to health Canada, Med Info and enter into source system and third party systems.
- Assists in the development and/or revision of policies and procedures.
- Performs and supports regular program audits and quality assurance reviews to ensure KPI’s and pharmaceutical partner expectations are met, including call and chart audits as required
- Complete other tasks as requested.

**Human Resources**:

- Liaises with HR and Senior Management to coordinate recruitment, orientation, coaching, workload planning, and retention initiatives.
- Directly manages program specific employees to ensure the delivery of high quality care and adherence to program, government, company and ISO 9001-2000 standards.
- Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify HR of any Health & Safety risks or concerns.
- Responsible for completing Accident Reports for all direct repor