JOB SUMMARY
Reporting to the Program Manager, the Associate Program Manager is responsible for undertaking the management, planning, and implementation of the Patient Support Program, including managing the day to-day activities of the Nurse Case Managers (NCM) and the Reimbursement Specialists (RS). Additional responsibilities include education and training of new NCMs & RS team members, process development and improvement across Canada, and ensuring team performance by reviewing weekly and monthly KPI targets. The Associate Program Manager acts as the main contact for all escalations from the team and provides timely resolutions and responses to operational inquiries.
DUTIES AND RESPONSIBILITIES
- 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
- Maintain team training matrix, HR files and other required documentations for audit up to date
- 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 KPIs are within performance expectations
- Ensure hiring and orientation processes are sufficient to support program needs
- Facilitate recruitment, orientation, evaluation, and retention of staff
- Complete and/or assist in annual evaluations
- Complete and/or assist with chart reviews for the entire team
- Identify, document, implement, and monitor process improvements and enhancements
- Make recommendations for changes in operations and assist in the execution of these changes
- Collaborate with all internal departments who deliver program-related services
- Conduct Quality Audits to ensure accuracy of workflows and pharmaceutical partner(s) specific processes including call and chart audits
- Ensure quality of clinical records in CRM are maintained
- Attend internal and external meetings with the pharmaceutical partner(s) when required.
- Help organize and lead team meetings
- Assistance with billing and forecasting
- Ensure ad hoc requests and special projects from the pharmaceutical partner(s), Senior Management, and outside stakeholders are performed in a timely manner
- Must be able to identify and report Adverse Events 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
- Maintain program work instructions and SOPs
- Point of escalation for team members
- Complete other tasks, as requested
- Some traveling required
