Associate Program Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Collaborate with Program Supervisors to enhance daily program operations and service delivery.

• Oversee operational performance, staffing patterns, workload allocation, and capacity needs.

• Aid supervisors in pinpointing and resolving workflow issues, escalations, and operational risks.

• Assist in the execution of process enhancements and operational initiatives.

• Serve as a resource for supervisors on program processes, reporting obligations, and operational priorities.

• Track KPIs, SLAs, quality metrics, and operational performance indicators.

• Generate weekly, monthly, quarterly, and ad hoc reports for internal and client stakeholders.

• Examine performance trends and uncover opportunities for enhancement.

• Act as a primary steward of program data integrity and reporting accuracy.

• Conduct regular audits of CRM documentation, patient records, and operational reports.

• Assist in the creation of client presentations, reports, governance materials, and meeting documents.

• Ensure compliance with privacy, pharmacovigilance, regulatory, and program requirements.

• Work with Supervisors to evaluate patient volumes, caseloads, staffing levels, and utilization trends.

⛳️ Requirements

• Bachelor's degree in a relevant field.

• 3-5 years of experience in Patient Support Programs (PSP).

• Knowledge of immunology is advantageous.

• At least 2 years in a leadership role managing people.

• Proven expertise in reimbursement, patient assistance programs, database features, functionality, and operational policies and procedures.

• Understanding of technology directions, trends, and strategic business impacts on key clients.

• Familiarity with full-service call center operations.

• Capability to interpret financial data and manage budgets.

• Robust background in customer/client management.

• Outstanding project management abilities with experience in organizing, planning, and executing projects from conception to implementation.

• Strong analytical, conceptual, and problem-solving skills, with a proven track record in developing new concepts for various projects.

• Critical thinking abilities, along with a strong capacity to solve problems and innovate with creative solutions for stakeholders.

• Excellent interpersonal and leadership skills, with the ability to cultivate and develop talent.

🏝️ Benefits

• Competitive salary and generous vacation entitlement.

• Wellness Program (5 paid days off for your well-being!).

• Paid sick days.

• Comprehensive benefits package including dental & extended health benefits, AD&D, LTD & employee/dependent life insurance.

• Employee & Family Assistance Program.

• RRSP matching program.