Program Manager

JOB SUMMARY
The Program Manager (PM) under the direction of the Associate Director, is responsible for the oversight, operations, and direct management of Pharmaceutical Patient Support Programs. The Program Manager, in keeping with the organizational structure of the Patient Support Services division, assumes overall responsibility for financial and operational requirements relating to their program/s. They are also responsible for the implementation of contractual agreements, specific to the delivery of client and patient services, as well as metrics on a specific drug therapy and/or other related projects.

DUTIES AND RESPONSIBILITIES
Patient Support Program Management:
• Collaborates with partnering pharmaceutical company to ensure performance expectations are met and maintained.
• Maintains a patient centric approach to all decisions and activities related to their assigned Patient Support Program.
• Maintain team training matrix, HR files and other required documentations for audit up to date
• Works closely with internal and external stakeholders to ensure ongoing alignment and operations are meeting program requirements
• Communicates program updates (including competitive intelligence and strategic insight) on an ongoing basis with Bayshore management team.
• Takes a quality improvement approach when reviewing operations and delivering patient care.
• Always maintains confidentiality of pharmaceutical partner and corporate information.
• Develops business cases that deliver prompt, cost effective, creative solutions to the pharmaceutical partner and Bayshore.
• Utilizes data modeling and analytical techniques to identify efficiencies and areas of opportunity and improvement.
• Is responsible for understanding, implementing, and monitoring of all data reporting assigned to the program and submitted to internal and external stakeholders for review.
• Responsible for data integrity and accurate data collection by program staff
• Uses exceptional negotiation and customer service skills to cultivate long term partnerships in an ethical, transparent manner.
• Prepares and presents Quarterly Business Reviews (as contractually required) to both internal and external stakeholders.
• Supports the procurement, implementation, launch and development of revenue generating programs.
• Serves as primary point of contact for internal and external partners, to address and resolve any program specific inquires.
• Is financially responsible for the program P&L and works with senior management and finance to ensure the program is in a positive financial position.
• Consistently and proactively stays abreast of industry changes and shares strategic market insight with pharmaceutical partners.
• Demonstrates strong presentation skills and has public speaking ability to present complex data to customer groups during quarterly business meetings and for all ad hoc requests
• Complete other tasks as requested.

Operations:
• Develops and maintains specific program protocols, supporting documents, policies and procedures, including but not limited to scripting, SOP’s, Work Instructions and process flows in collaboration with pharmaceutical partner(s) if applicable
• Actively participates in the reporting of incidents or occurrences through the Quality Management System (QMR).
• Has a solid understanding of accounts payable and accounts receivable methodology.
• In conjunction with the Pharmacovigilance Department, assures collection, processing and reporting of Adverse Events within contractual KPI’s and pharmacovigilance requirements.
• Have strong project management skills and the ability to manage day to day operations, while assuming responsibility for several projects simultaneously.
• Must be able to identify and report AE’s to health Canada, Med Info and enter into source system and third party systems.
• Assists in the development and/or revision of policies and procedures.
• Performs and supports regular program audits and quality assurance reviews to ensure KPI’s and pharmaceutical partner expectations are met, including call and chart audits as required
• Complete other tasks as requested.

Human Resources:
• Liaises with HR and Senior Management to coordinate recruitment, orientation, coaching, workload planning, and retention initiatives.
• Directly manages program specific employees to ensure the delivery of high quality care and adherence to program, government, company and ISO 9001-2000 standards.
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify HR of any Health & Safety risks or concerns.
• Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.
• Leads or assist with the implementation of Modified Work Programs for employees.
• Develop and delivers employee training: including, but not limited to clinical and reimbursement programs.
• Complete other tasks as requested.

QUALIFICATIONS
EDUCATION
• Business graduate discipline in any field (College diploma, Undergraduate, Graduate) OR three (3) years of management experience in people management and patient support programs.
EXPERIENCE
• At least three (3) years of management of Patient Support Program experience or recent management experience in the healthcare or pharmaceutical industry.
• Demonstrated ability to interpret and integrate policies and procedures; solid track record in conducting education initiatives
• Demonstrates time management skills, as well as an ability to evaluate urgent situations and make appropriate business decisions.
• Exemplary verbal and written communication abilities, facilitating effective interactions across diverse audiences
• Demonstrated willingness to travel as per business requirements
• Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements)
• Knowledge of the principles, practices and methods of account management; operations and service delivery; financial management and control; program development, implementation and evaluation; human resources practices.
• 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.

At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individual's purpose, potential and wellbeing.

At Bayshore Healthcare Ltd., and its subsidiaries, we are committed to fostering an inclusive workplace and operate in full compliance with all Provincial and Territorial legislation pertaining to Human Rights Codes and Accessibility requirements. To ensure continued compliance throughout the recruitment and selection process, we encourage candidates to disclose any accommodation needs they may have.