Therapeutic Area Lead - Hepatology & Gastroenterology

Position Type: Full-time

Department: Provider Solutions

Work Location: Canada (Ontario preferred)

Work Hours: 8:30am - 5:00pm

Work Arrangement: Remote

Travel Required: 20% throughout Canada

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
• Quarterly virtual social events!

The Opportunity:

Sentrex is a leading healthcare provider dedicated to delivering comprehensive and compassionate care to our patients. Our Hepatology & GI department is committed to the diagnosis, treatment, and management of liver and gastrointestinal diseases, and we are seeking a skilled and experienced nurse to join our team as the Therapeutic Area Lead – Hepatology/GI for the Provider Solutions HAVEN Clinic Service.

This role is responsible for the direct oversight of a team of hepatology/GI nurses and reimbursement case managers and will work closely with our Provider Solutions commercial team to ensure excellence in service delivery with our affiliated providers, clinics and patients. This role requires a combination of clinical expertise within Hepatology & GI, strong people management and leadership skills, and experience in clinic operations and continuous improvement. The ideal candidate will ensure the delivery of high-quality patient care, effective team performance and coordination with relevant patient support programs. Clinical and/or pharmacological knowledge in Hepatology and Gastroenterology (ulcerative colitis & crohn’s disease) is a core requirement.

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

People Leadership

• Directly oversee the Sentrex Hepatology/GI Nursing and case management/reimbursement teams
• Build a high functioning team and enable a cohesive team culture. Identify and remove barriers that hinder your teams performance and enable the delivery of exceptional patient care and customer service.
• Provide leadership and coaching to team members to ensure processes are established and followed consistently, data is collected and reported and established KPI’s are achieved.
• Participate in recruitment, onboarding, training/development, and performance management.
• Monitor the performance of staff members to assess training needs and requirements.

Operations Management

• Day-to-day oversight of the Hepatology/GI nursing and case management team.
• Travel to Sentrex clinic locations to ensure our onboarding of new clinics and delivery of services at existing clinics meets the highest standards of client service.
• Actively participate in the onboarding of new Hepatology & GI clinics. You will help support the development of standardized processes, coordinate with PMO and launch excellence teams and ensure proposed solutions are delivered for customers and patients
• Work closely with cross functional teams (i.e., HAVEN Operations, PMO, Pharmacy, Provider Solutions, Finance, Client Solutions & HR.) to ensure superior customer service for our clinics. This will include identifying and communicating clinic specific requirements. Travel might be required to ensure retraining clinic support staff and review of service delivery to ensure the highest standards of client service.
• Create, utilize, and continuously evaluate processes and systems that best meet clinic/physician requirements for service, patient safety, contractual obligations, and operational standards.
• Ensure all clinic processes are streamlined, effective and well understood by the HAVEN operations team
• Assess team training needs and establish appropriate training plans that support continued disease area knowledge and clinical skills
• Lead the development of therapeutic area specific clinical and non-clinical protocols and nursing standards
• Define insightful business reports/metrics and affect continual operational improvement and client satisfaction.
• Monitor results vs. goals regularly and action, as required, to ensure business goals and objectives are being consistently achieved.
• Participate in and/or lead respective internal and external client meetings in close collaboration with our Provider Solutions team, and day to day client communications as required.
• Support quality assurance and quality improvement initiatives.
• Represent your functional area on cross-functional teams

Customer Experience

• Serve as the main point of contact for any operational issues/concerns raised by affiliated clinics.
• Proactively identify, address, and resolve any onboarding or operational issues.
• Implement strategies and tactics to help clinics/physicians achieve their objectives and deliver exceptional customer service to our clients.
• Represent the ‘voice of the customer’ at internal meetings, sharing insights with the cross-functional team that aims to improve our service levels.
• Additional duties as determined by your Manager

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

• University degree in applicable field – Nursing, NP or LPN degree is required.
• At least 3 years of nursing experience within Hepatology or Gastroenterology (Ulcerative colitis & Crohn’s disease)
• Minimum of 3 years in a People Management role
• Demonstrated expertise in understanding clinic functionality, operational policies and processes
• Experience in complex therapeutic areas with multiple medications is an asset
• Knowledge of Hepatology and GI pharmaceuticals and specialty medications is a strong asset.
• Familiarity with reimbursement/case management across provincial, federal and private sectors.
• Ability to interpret financial data and manage a budget.
• 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.
• Strong interpersonal and leadership skills; ability to develop and grow talent.
• Excellent communication skills for interacting with patients and healthcare professionals to ensure that patient care is coordinated and aligned with health outcomes.
• Travel will be required for this role and it is estimated you would spend approximately 10-20% of your time in the field. Most of the travel will be within Ontario, Alberta, Atlantic Canada and British Columbia

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

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.