POSITION SUMMARY :
Reporting to the Senior Manager the Program Manager is responsible for undertaking the management, planning and implementation of specific projects assigned to him / her, within the Specialty Services department.
Projects are to be implemented through a caseworker approach, based on an internal program structure. It is important to note, that at all times the Patient Access Center should work as team and the overall performance as a whole is paramount.
PRIMARY DUTIES AND RESPONSIBILITIES :
Oversees associates to ensure their ability to handle calls and provide appropriate customer service, document requirements in the system, and manage follow-up calls.
Monitors the performance of staff members to assess training needs and requirements.
Provides input for scheduling in order to provide adequate staffing; makes recommendations to management for required changes.
Assists with quality assurance and quality improvement initiatives; makes recommendations for changes in operations and assists in the execution of these changes.
Project management including, but not limited, reimbursement programs, compliance and education based programs and clinical patient support programs;
Implement assigned call centre projects;
Design and development of new projects including development of protocols, resource allocation and database;
Ongoing evaluation of project strengths, weaknesses and potential areas for improvement;
Produce all project related reporting;
Participate in client meetings;
Daily and on-going client project communications;
Identify and implement staff recruiting strategies and participate in the hiring process.
The Program Manager will also be assigned other duties and tasks as required from time
What your background should look like (minimum qualifications)
EXPERIENCE AND EDUCATIONAL REQUIREMENTS :
Minimum University Degree in Business Administration, Science or equivalent experience;
Science / healthcare background an asset;
Minimum of 3 years' experience in the pharmaceutical / biotech or healthcare-related industries;
Strong client management experience an asset
Minimum 2 years’ experience in project or program management;
Minimum 2 years of People management experience
Experience in reimbursement considered an asset;
RN / RPN designation an asset and may be required by specific programs
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS :
1. Advanced knowledge of pharmaceutical distribution industry2. Working knowledge of automated warehouse operating system 3.
Strong business and financial acumen4. Strong analytical and mathematical skills5. Ability to communicate effectively both orally and in writing in English / French6.
Effective interpersonal and leadership skills 7. Effective organizational skills; attention to detail8. Ability to consistently meet deadlines9.
Excellent problem-solving skills; ability to resolve issues effectively and efficiently10.Excellent presentation skills
What AmerisourceBergen offers
We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.