Infusion Experience Manager

Position Type:
Full-time

Department:
PerCuro Infusion Network

Work Location:
Remote, Canada

Work Hours:
Mon-Fri, Standard Business Hours

Work Arrangement:
Remote, Travel as required.

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, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include
Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services 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

The Opportunity:
Reporting to the Manager of Clinical Services and Partnerships, the Infusion Experience Manager (IEM) plays a critical role in designing, delivering and continually improving the end-to-end infusion experience for patients, prescribers, and clinical partners. This role is designed to ensure that every patient's infusion journey is seamless, patient-centered, and fully supported by the Patient Support Program (PSP).

The IEM is responsible for removing barriers to infusion and operationalizing solutions that optimize program workflows. This includes collaborating closely with PSP leaders and other clinical partners to guarantee operational excellence, patient satisfaction, and consistent delivery of high-quality infusion services.

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

• Foster and maintain strong, collaborative relationships with Patient Support Program (PSP) teams.
• Serve as the primary point of contact for all PSP-related infusion inquiries and escalations, ensuring timely and effective responses.
• Partner with Patient Support Programs to develop and optimize operational processes that support efficiency and continuity of service tailored to the requirements of each program.
• Design, implement, and maintain comprehensive training materials, documentation, tools, and procedures to support seamless collaboration between PSP teams and clinical service providers.
• Establish, monitor, and report on PSP key performance indicators (KPIs) to evaluate patient experience, program performance, and ensure data integrity across clinical partnerships.
• Collaborate with Program Managers and actively participate in pharmaceutical client meetings to align strategies and strengthen stakeholder relationships.
• Ensure adherence to patient support program protocols, procedures, and compliance requirements.
• Ensure infusion environments, processes, and materials are appropriate for special patient populations where required by program (e.g. pediatric, caregiver accommodations)
• Engage with PSPs and manufacturers to understand product-specific requirements for safe administration and ensure accurate and timely post-infusion reporting.
• Schedule and facilitate regular touchpoints with Patient Support Program leaders to promote continuous improvement and service excellence.
• Analyze and respond to patient and caregiver feedback in a timely manner, escalating issues to the Manager, Clinical Services and Partnerships for appropriate follow-up with infusion providers.
• Partner closely with scheduling teams to ensure patient and program needs are met, addressing challenges in a proactive and collaborative manner.
• Maintain clear and consistent communication between programs, facilitating meetings focused on infusion experiences, operational performance, and productivity.
• Collaborate with cross-functional partners to ensure cohesive and aligned operations across the organization.
• Ensure vendor compliance with established program protocols, procedures, and service standards.
• Partner with the Manager of Clinic Partnerships to enhance program, patient, and prescriber experiences by sharing feedback, identifying trends, and communicating operational challenges and opportunities.
• Assist with other duties as assigned by the manager

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

• Demonstrated experience working within interdepartmental teams within a comparable healthcare environment.
• Required experience working with Patient Support Programs.
• Infusion clinic experience is strongly preferred.
• Bachelor's degree from an accredited college or university is preferred.
• Registered Nurse (RN) or Registered Practical Nurse (RPN) with infusion experience is strongly preferred.
• Demonstrated experience working with biologics and/or specialty therapies.
• Experience supporting pediatric patients and/or special populations an asset. Minimum of one (2) years of similar experience in a healthcare setting, or equivalent leadership experience navigating multi-level teams.
• Proficiency with Microsoft Office applications and the ability to quickly learn and adapt to new systems and technologies.
• Availability and willingness to travel occasionally based on business needs; must hold a valid driver's license and maintain current auto insurance.
• Bilingual proficiency in English and French is strongly preferred.
• Strong interpersonal, communication, and leadership skills.
• Excellent problem-solving abilities, attention to detail, and effective time management skill

What makes you a great fit for this team:

• Your commitment to providing a high level of service to your internal and external clients.
• You are highly adaptable with a track record of success during times of growth and organizational change.
• You have a proven track record of developing trust and influence at multiple levels.
• You demonstrate an impactful and candid communication style.
• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.

Why join Sentrex?
We value our employees Our permanent full-time employees are provided with a:

• Competitive Salary and generous vacation entitlement
• Wellness Program (5 paid days off for your well-being)
• Paid Sick Days
• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
• RRSP Matching Program
• Employee & Family Assistance Program

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.
We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you
Accommodations can be made available upon request for those candidates taking part in the selection process.