Bilingual Associate Program Manager - Quebec City, Canada - Bayshore HealthCare

Bayshore HealthCare

Verified Company

Quebec City, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

ABOUT THE ROLE

Reporting to the Program Manager, the Associate Program Manager is responsible for undertaking the management, planning, and implementation of specific programs/portfolio within a Patient Support Program.

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.

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.
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 KPI's are within performance expectations.
Ensure hiring and orientation processes are sufficient to support program needs.
Facilitates recruitment, orientation, evaluation and retention of staff.
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 clientspecific processes.
Ensure quality of clinical records and CRM are maintained.
Attends internal and external meetings with the client
Assistance with billing and forecasting
Ensure hiring and orientation processes are sufficient to support program needs
Complete and/or assistance in annual evaluations
Assist and colead weekly client meetings (agenda, meeting minutes, resolutions)
Helps organize and lead team meetings
Must be able to identify and report AE's 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
Helps with the upkeep of program work instructions and SOPs
Point of escalation for team members

Job Qualification

WHAT YOU BRING TO THE TEAM

Graduate of Registered Nursing Program or Registered Practical Nursing Program holding current registration from an accredited School of Nursing.
Experience in Patient Support Services is required
Must be bilingual in both French and English
Responsible for coaching and ongoing evaluation of team members
Assists with program quality improvement initiatives
Strong combination of project management, performance analytics, client management, case management and people skills
Strong organizational and project management skills with implementation
Strong computer and software skills: Excel, Word, Outlook, Adobe Acrobat, CRM database entry, VOIP telephony, web portals, teleconferences, webbased meetings.
Ease with working independently and making decisions using sound judgment, and meeting deadlines.
Proven customer relationship and/or account management skills with direct client interaction
Positive attitude and motivational drive for conflict and resolution
Strong strategic thinking and problemsolving skills
Excellent written and verbal communication skills
Familiarity with PIPEDA and how it applies in a confidential patient environment.
Travelling may be required