Associate Program Manager

Associate Program Manager(Job Number: 26003891)

Primary Location:ON-Mississauga

Administration

Employee Type:Full-Time

Pay Rate From:$67,200

Pay Rate To:$84,000

Description:

JOB SUMMARY

Reporting to the Program Manager, the Associate Program Manager (APM) is responsible for undertaking the management, planning, and implementation of the Patient Support Program, including managing the day to-day activities of the Reimbursement Specialists (RS). Additional responsibilities include education and training of new RS team members, process development and improvement across Canada, and ensuring team performance by reviewing weekly and monthly KPI targets. The APM acts as a main contact for all escalations from the team and provides timely resolutions and responses to operational inquiries. The APM will be the program subject matter expert on reimbursement.

DUTIES AND RESPONSIBILITIES

Ensure that the overall performance of the program and its respective services (reimbursement, patient coordination, medication management, etc.) is operating successfully

Ensure all team members are educated on the program, and all performance standards for the team are met or exceeded

Maintain team training matrix, HR files and other required documentations for audit up to date

Ensure all regional operational occurrences associated with the program are communicated to the Program Manager

Ensure workload measures meet performance targets and recommend changes if they do not meet targets

Ensure KPIs are within performance expectations

Ensure hiring and orientation processes are sufficient to support program needs

Facilitate recruitment, orientation, evaluation, and retention of staff

Complete and/or assist in annual evaluations

Complete and/or assist with chart reviews for the entire team

Identify, document, implement, and monitor process improvements and enhancements

Make recommendations for changes in operations and assist in the execution of these changes

Collaborate with all internal departments who deliver program-related services

Conduct Quality Audits to ensure accuracy of workflows and pharmaceutical partner(s) specific processes including call and chart audits

Ensure quality of clinical records in CRM are maintained

Attend internal and external meetings with the pharmaceutical partner(s) when required.

Help organize and lead team meetings

Assistance with billing and forecasting

Ensure ad hoc requests and special projects from the pharmaceutical partner(s), Senior Management, and outside stakeholders are performed in a timely manner

Must be able to identify and report Adverse Events to Health Canada, Med Info, and enter into source system and third-party systems

Ensure timely and compliant reporting of Adverse Events (AEs) and Product Quality Complaints (PQCs) in accordance with Health Canada pharmacovigilance requirements and guidelines, including accurate documentation, appropriate escalation, and effective collaboration with internal stakeholders and regulatory teams.

Responsible for ensuring staff follow Pharmacovigilance guidelines and reporting requirements

Responsible for assisting in manufacturer audits, as needed

Maintain program work instructions and SOPs

Point of escalation for team members

Complete other tasks, as requested

Some traveling required

Qualifications:

QUALIFICATIONS

Minimum two (2) years of experience in patient support program reimbursement, with deep understanding of the Special Authorization and appeal process for both public and private insurance

EDUCATION

College or University degree in management, health science or another related field OR equivalent experience

EXPERIENCE

Bilingual English/French will be considered an asset

Pharmaceutical Patient Support Program experience strongly recommended

Minimum one (1) year of experience in people management is an asset

Exemplary verbal and written communication abilities

Strong leadership and organizational skills

Strong combination of project management, performance analytics, pharmaceutical partner(s) management, case management, and people skills

Strong strategic thinking and problem-solving skills

Positive attitude and motivational drive for conflict resolution

Experience with evaluating and enhancing processes

Canadian public and private reimbursement navigation experience and advocacy experience, within a patient program environment, ideally with drugs for chronic diseases

Strong computer and software skills: Excel, Word, PowerPoint, Outlook, Adobe Acrobat, CRM database entry, telephony, web portals, teleconferences, web-based meetings

Demonstrated willingness to travel as per business requirements

Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment

Established high speed internet access from home office