Job Description

JOB SUMMARY
The PSS Implementation Manager is responsible for working with the various BSRx teams (PSS, ICN, Pharmacy, and DEX) to ensure timely implementation of new Patient Support Programs. The Implementation Manager will ensure program ramp up and roll out is completed within Scope and designated timelines, this includes ensuring the projects and programs are implemented within contractual obligations and meet regulatory requirements as defined by both Bayshore and the customer.
The Implementation Manager coordinates and prioritizes project tasks, manages timelines, maintains project plans and communicates status to all stakeholders, Senior Management and Customers as needed. This role is responsible for scope management, change management, estimating impacts of scope change (timeline and cost) as well as managing project resources. The Implementation Manager assumes overall responsibility for planning, implementation and evaluation of new PSS programs and will provide clinical insight and best practices in order to accurately align programs requirements with customer specific needs and requests while ensuring clinical best practice is maintained.
DUTIES AND RESPONSIBILITIES

• Participates in the RFP and Pitch process for new business, including presenting Bayshore capabilities and services, and developing possible PAP solutions to meet the customer's expectations.
• Assist Director of Business Development with costing analysis and SOW review.
• Lead the implementation or transition of new PSS programs into Bayshore.
• Manage the in-bound and/out-bound transition activities on all strategic programs.
• Conduct detailed transition planning in accordance with defined service go-live commitments.
• Act as the primary point of contact for customers during the implementation of new business
• Track and resolve issues, initiating corrective actions as appropriate to manage delays (if any).
• Work with the designated Bayshore and client teams to implement new business. On large projects this will include representatives from multiple teams, on smaller projects this may include only 1-2 people.
• Assist with development of program SOPs, Work instructions, Forms, SOWs, scripting and process flows as part of the implementation.
• Implement, execute, and update processes to achieve better performance.
• Create templates for implementation processes, SOP's and Work instructions.
• Establish and manage relationships with customer business and project stakeholders.
• Manage expectations across key internal and external stakeholders of the project.
• Identify, evaluate, and manage risks through the transition lifecycle to avoid impact to timelines and costs.
• Report transition progress at defined intervals to Management teams (Client and Internal) for effective governance and timely issue resolution.
• Document and share project learning's for continuous improvement.
• Provide support, guidance, and advice to front line staff as well as supporting business units on the implementation.
• Project planning and meeting facilitation.
• Contribution to corporate knowledge and best practice in program planning, launch and implementation by creating or enhancing process and documentation.
• Understanding the research regarding new products/disease states as part of the Business Development/RFP cycle.
• A strong understanding of reimbursement navigation and payer landscape.
• Work with BSRx Management, Pharmacy and the Clinical/Quality team to understand the process implications of a products requirements for PSS programs.
• Complete other tasks as required by BSRx Management.

Qualifications
QUALIFICATIONS

• A Bachelor's degree program and/or an equivalent combination of experience and education is required.
• A minimum of 3-5 years of experience in healthcare/pharmaceutical related field.
• Strong communication and interpersonal skills.
• Preference will be given to applicants with CAPM or PMP designations.
• Proven customer relationship and/or account management skills with direct client interaction.
• Experience launching new patient support programs (medium and large) within a Heath Care Organization.
• Experience in and Change Management.
• Experience working with specialty pharmaceuticals and a strong understanding of home health services.
• Extensive experience working with clinical teams to develop and implement new solutions and processes.
• Experience with and an understanding a variety of roles within a Patient Support programs, Specialty pharmacy, Reimbursement services.
• Ability to work cross functionally in an organization and across various levels.
• Strong communication skills.
• Ability to handle difficult and stressful situations with diplomacy and ease.
• Must maintain relevant level of knowledge of ICH (International Conference on Harmonization) GCP (Good Clinical Practice) and Health Canada GVP (Good Pharmacovigilance Practices) guidelines as applicable to patient program development.
• Bilingual (English and French) is an asset.

Skills Required