Bilingual Associate Program Manager

**Position Type**: Full Time

**Department**: Patient Programs

**Work Location**: Can reside anywhere in Canada

**Work Arrangement**: Remote

**Work Hours**: Standard Business Hours

**Travel Required**: No

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology and experienced, cross-functi4nal teams. Our core capabilities include** Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, as well as HCP & Clinic Services**.

**Come and join our team But first, let us tell you why we love working here**:

- We are 100% Canadian with locations across the country
- State-of-the-art facilities to provide high-quality products and services
- The opportunity to be a part of a winning, high-performing team
- Collaborative, engaging workplace culture - we are passionate about our people
- Flexible working environment that promotes a healthy work-life balance
- Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
- High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year
- Quarterly virtual social events

**T**he Opportunity**:
Reporting to the Associate Director, the Bilingual Associate Program Manager will ensure a professional and service-oriented work environment by monitoring performance, motivating, and developing their team members to deliver excellent customer service and achieve required performance objectives. The Bilingual Associate Program Manager is responsible for supporting the Associate Director, Supervisor and/or Team Lead in coordinating Patient Support Program (PSP) activities, as well as supporting the Associate Director and client personnel in ensuring operational efficiencies. The Bilingual Associate Program Manager must be well versed in PSP service offerings, organizational procedures, reporting, relationship building and people management.

**A Day in the Life (What you will do here)**:

- ** **Actively support the Associate Director including, but not limited to, reporting, client follow-ups, patient readiness and support materials, internal/external complaints and program service offerings (including reimbursement services as outlined in contractual client agreements)
- Reports Adverse Events / Severe Adverse Events (AE / SAEs) following approved SOPs.
- Generate insightful business-reports/metrics and affect continual operational improvement.
- Assist with recruitment, onboarding, program personnel training/development, and performance management.
- Recommends corrective actions or follow up as required and engages other resources as needed.
- Participate/lead in respective internal PSP and external client meetings and day to day client communications as required.
- Collaborate with all internal and external colleagues that deliver program-related services to ensure optimal execution and performance.
- Assist with quality assurance and quality improvement initiatives.
- Participate in program design and development activities (i.e., development of primary and secondary documentation flows and charts)
- Provide leadership and coaching to team members to ensure quality and established KPI’s are achieved
- Implement contact center strategies and tactics to help case managers achieve their objectives.
- Create, utilize, and continuously evaluate scheduling processes and systems that best meet our customer’s requirements for service, patient safety, contractual obligations, and operational standards.
- Monitors calls for quality and technical accuracy, provide timely feedback on soft skills as well as technical content.
- Monitor results vs. goals on a monthly basis and take action, as required, to ensure business goals and objectives are being consistently achieved.
- Monitors the performance of staff members to assess training needs and requirements.
- Oversees case managers to ensure their ability to handle calls and provide appropriate customer service, document requirements in the system, and manage follow-up calls.
- Additional duties as determined by your Manager.

*** What you need to ensure you are set up for success**:

- Bilingual in English and French is a requirement for this role.
- University degree in applicable field.
- 3-5 years of experience in PSP.
- Minimum of 2 years in a People Management role.
- Demonstrated expertise in reimbursement, patient assistance programs, database elements, functionality and operational policie