Bilingual Associate Program Manager

About the Role

Reporting to the Program Manager, the Bilingual Associate Program Manager is responsible for undertaking the management, planning, and implementation of a Patient Support Program to support People Who would Benefit from PrEp (PWBP), including managing the day-to-day activities of a team of Nurse Case Manager and Program Coordinator. Additional responsibilities include, participate in hiring and onboarding of new team members, coordination of the 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.

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
• 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
• 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 when required.
• 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

What You Bring to the Team

• College or University degree in management, health science or another related field
• Excellent written and verbal communication skills in English and French
• Pharmaceutical Patient Support Program experience strongly recommended
• Preferably, experience with marginalized patient population
• At least, 1 year of experience in people management
• Strong leadership and organizational skills
• Strong combination of project management, performance analytics, client 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 and large programs
• 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