Canada onlyPosition Type: Full Time
Department: Patient Programs
Work Location: Canada
Work Arrangement: Remote
Work Hours: Standard Business Hours Monday to Friday
Travel Required: Occasionally, to the Head Office and/or Leadership Summit
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 Director of Patient Programs, the Program Manager is responsible for undertaking the management, planning, and implementation of specific programs/portfolios. The Program Manager role has a strong combination of project management, performance analytics, client management, case management, and people skills. Individuals who would succeed in this role are positive, driven, and committed to building outstanding and innovative support programs.
A Day in the Life (What you will do here):
- Ensuring the program is designed and implemented as per the sponsor’s strategic direction.
- Ensuring all program Client’s needs are being met
- Responsible for the overall performance of the program and its respective services: reimbursement, patient coordination, medication management, etc.
- Continue to build upon existing experiences, become the reimbursement expert in each therapeutic area being managed, in order to build content for training and ensuring the team has all required context within their therapeutic landscape.
- Ensuring that any stakeholder escalations are managed appropriately and to the Client’s satisfaction
- Providing the program sponsor with portfolio insights and intelligence (market, competitive, and payer)
- Ongoing evaluation of program strengths, weaknesses, and potential areas for improvement. Make recommendations for changes in operations and assist in the execution of these changes through a robust change management process
- In collaboration with the analytics team, facilitate the design, production, and delivery of all program-related reporting
- Participate/lead in respective client meetings
- Collaborate with internal departments, including Client Solutions Managers, and all others who deliver program-related services to ensure optimal execution and performance in all aspects of client communications and client relations.
- Assist with quality assurance and quality improvement initiatives, overseeing the completion of all required CAPA activities.
- 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.
- Monitors the performance of staff members to assess training needs
- Provides input for scheduling to provide adequate staffing; makes recommendations to management for required changes.
- Manage and participate in program design and development activities (i.e., development of primary and secondary documentation, program manuals, SOPs, flows, and charts)
- Manage and participate in the project technical set up (i.e., telephony, data collection tools and processes, reports, and project reporting requirements)
- Manage day-to-day project activities (i.e., responding to client/internal inquiries and troubleshooting)
- Address ad hoc client requests and case escalations, coordinate internal resources, and communicate to external stakeholders
- Participate in consulting and/or research projects as necessary to support the project and other departmental projects and initiatives
- Communicate effectively and on an ongoing, scheduled basis program status to account manager/project director
- Address and resolve escalated issues from patients, caregivers, or healthcare providers related to travel logistics or reimbursement
- Troubleshoot complex travel arrangements or reimbursement scenarios, ensuring timely resolutions
- Additional duties as determined by your Manager
What you need to ensure you are set up for success:
- University degree in applicable field
- Broad knowledge and training in the fields of business administration, accountancy, sales, marketing, or similar vocations
- 3-5 years of experience in a Program Management role
- Minimum of 3 years in a People Management role
- Demonstrated expertise in reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes
- Understanding of the direction of technology, trends, and strategic business impact
on key clients - Knowledge of full-service call center programs
- Ability to interpret financial data and manage a budget
- Strong customer/client management background
- Exceptional project management skills with experience in organizing, planning, and executing projects from vision through to implementation
- Strong analytical, conceptual, and problem-solving skills with a demonstrated track record of new concept development for various projects
- Critical thinking skills, strong ability to problem solve and innovate with creative solutions for internal or external stakeholders
- Experience in travel coordination, or familiar with travel bookings, lodging, and accommodation considered an asset.
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
- Employee & Family Assistance Program
- RRSP Matching 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.
