Program Manager

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

📋 Description

• Ensuring the program is developed and executed in alignment with the sponsor’s strategic objectives.

• Making certain that all program Client’s requirements are fulfilled.

• Overseeing the overall effectiveness of the program and its related services: reimbursement, patient coordination, medication management, etc.

• Continuing to enhance existing knowledge, becoming the reimbursement authority in each managed therapeutic area to create training content and ensure the team is well-informed within their therapeutic context.

• Managing stakeholder escalations appropriately to meet the Client’s expectations.

• Providing the program sponsor with insights and intelligence related to the portfolio (market, competitive landscape, and payer dynamics).

• Conducting ongoing evaluations of the program’s strengths, weaknesses, and potential areas for enhancement.

• Recommending operational changes and assisting in their implementation through a comprehensive change management approach.

• Collaborating with the analytics team to design, produce, and deliver all program-related reports.

• Participating in or leading relevant client meetings.

• Working alongside internal departments, including Client Solutions Managers, and others who provide program-related services to ensure optimal execution and performance in all aspects of client communications and relations.

• Supporting quality assurance and improvement initiatives, overseeing the completion of all necessary CAPA activities.

• Supervising case managers to guarantee their capability to handle calls, provide suitable customer service, document requirements in the system, and manage follow-up communications.

• Monitoring staff performance to identify training needs.

• Providing input for scheduling to ensure adequate staffing levels; recommending necessary changes to management.

• Managing and participating in program design and development activities (e.g., creating primary and secondary documentation, program manuals, SOPs, workflows, and charts).

• Overseeing and participating in the technical setup of projects (e.g., telephony, data collection tools and processes, reports, and project reporting requirements).

• Managing daily project operations (e.g., addressing client/internal inquiries and troubleshooting issues).

• Responding to ad hoc client requests and case escalations, coordinating internal resources, and communicating with external stakeholders.

• Participating in consulting and/or research projects as needed to support the project and other departmental initiatives.

• Effectively communicating program status to the account manager/project director on a regular and scheduled basis.

• Performing additional duties as assigned by your Manager.

⛳️ Requirements

• A university degree in a relevant field.

• Bilingual proficiency (English and French) is an asset.

• Comprehensive knowledge and training in business administration, accountancy, sales, marketing, or similar fields.

• 1-3 years of experience in a Program Management role.

• At least 2 years of experience in a People Management capacity.

• Proven expertise in reimbursement, patient assistance programs, database components, functionality, operational policies, and processes.

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

• Familiarity with full-service call center programs.

• Ability to interpret financial data and manage budgets effectively.

• Strong background in customer/client management.

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

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

• Critical thinking skills and a strong ability to innovate and solve problems creatively for both internal and external stakeholders.

• Excellent interpersonal and leadership skills; capacity to develop and nurture talent.

🏝️ Benefits

• Competitive salary and generous vacation entitlement.

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

• Paid sick days.

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

• Employee and Family Assistance Program.

• RRSP matching program.