Job Description

ABOUT THE ROLE

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

Please note: This role is work from home.

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. At Bayshore all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two dose vaccine series or one dose of a single- dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the official start date of hire. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis. Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and applicable Provincial Human Rights Code.

A DAY IN THE LIFE

• 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
• 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
• 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
• Conducts Quality Audits to assure accuracy of workflows and client-specific processes
• Ensure quality of clinical records in CRM are maintained
• Attend internal and external meetings with the client
• Help organize and lead team meetings
• Assistance with billing and forecasting
• Ensure ad hoc requests and special projects from the client, Program/Portfolio Manager, and outside stakeholders are performed in a timely manner
• Must be able to identify and report AEs to Health Canada, Med Info, and enter into source system and third-party systems
• Responsible for ensuring staff follow Pharmacovigilance guidelines and reporting requirements
• Responsible for assisting in manufacturer audits, as needed
• Help with the upkeep of program work instructions and SOPs
• Point of escalation for team members
• Occasional travelling may be required
• Complete other tasks, as requested

• College or University degree
• Pharmaceutical Patient Support Program experience strongly recommended
• Preferably, 2 years of experience in people management
• Responsible for coaching and ongoing evaluation of team members
• Strong leadership and organizational skills
• Strong combination of project management, performance analytics, client management, case management, and people skills
• Proven customer relationship and/or account management skills with direct client interaction
• Strong strategic thinking and problem-solving skills
• Positive attitude and motivational drive for conflict resolution
• Ability to lead and direct projects and project teams
• Experience with evaluating and enhancing processes and large programs
• Demonstrated experience with project management and implementation
• Assist with program quality improvement initiatives
• Ease with working independently and making decisions using sound judgment, and meeting deadlines
• Canadian public and private reimbursement navigation experience and advocacy experience, within a patient program environment, ideally with drugs for chronic diseases
• Familiarity with the Special Authorization process for both public and private insurance
• Strong computer and software skills: Excel, Word, PowerPoint, Outlook, Adobe Acrobat, CRM database entry, VOIP telephony, web portals, teleconferences, web-based meetings
• Familiarity with PIPEDA and how it applies in a confidential patient environment
• Excellent written and verbal communication skills in English
• Bilingualism in French and English is an asset for this role