Position Type: Full-time
Department: Patient Support Program
Work Location: Remote
Work Hours: Standard Business Hours
Work Arrangement: Hybrid
Travel Required: No
The Opportunity:Reporting to the Program Director, the Associate Director is responsible for undertaking the management, planning, and implementation of Ophthalmology programs assigned to him/her, within the Patient Support Program business unit.Individuals who would succeed in this role are positive, driven, and committed to building outstanding and innovative support programs in collaboration with the client.
A Day in the Life (What you will do here):People Management- Manages performance of Program Managers and Associate Program Manager
- Monitors the performance of staff assigned to them and to assess training needs and requirements
- Provides input for scheduling to provide adequate staffing and deployment; makes recommendations for required changes.
- Manage production of program-specific training materials andparticipatein training activities for new and existing employees/projects.
- Identifyand implement staff recruiting strategies andparticipatein the hiring process.
Program Management- Produce all project-related reporting
- Responsible for the overall performance of the program and its respective services: reimbursement, patient coordination, medication management, etc.
- Performs and supports regular program audits and quality assurance reviews to ensure KPIs and client expectations are met
- Manage and participate in program design and development activities (i.e., development of primary and secondary documentation, program manuals, SOPs, flows, and charts)
- Manage and participate in the project technical setup (i.e., telephony, data collection tools and processes, reports, and project reporting requirements)
- Manages day to day operational activities as required by Program and client as they relate to the agreed-upon Program deliverables
- Create project-specific working instructions and take ownership of the development of the project master file
- Collaborate with Director in defining and meeting program success indicators and performance parameters and include them in the quality assurance plan
- Communicate program status effectively and on an ongoing, scheduled basis with PMO/Director/Client Solutions
Client Management- Support client meetings (touchpoints & QBRs);
- Serves as the primary point of contact for internal/external partners, to address and resolve any program-specific inquires
- Track and manage day-to-day project activities (i.e., responding to client/internal inquiries and troubleshooting)
- Address ad hoc client requests and case escalations, coordinate internal resources, and communicate to external stakeholders
Strategic Planning and Development- Responsible for strategic project/client planning in collaboration with business development and client solutions
- Ongoing evaluation of project strengths, weaknesses, and potential areas for improvement
- Lead SHS CIP (Continuous Improvement Process) meetings and follow-up activities
- Participate in consulting and/or research projects as necessary to support the project and other departmental projects and initiatives
- Provides key insights based on reporting trends and field information
- Provides strategic oversight and recommendations for the PSP and brand in collaboration with key program personnel, client solutions manager, and pharmaceutical partner
- Understands, performs, and manages all issues in a manner that is consistent with Sentrex Mission, Vision, Values, and brand
What you need to ensure you are set up for success:- University degree in applicable field
- Immunology Knowledge an asset
- Broad knowledge and training in the fields of business administration, accountancy, sales, marketing, or similar vocations
- 5+ years of experience in People, Client, & Program Management Roles
- Strong knowledge of reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes
- Understanding of the direction of technology, trends, and strategic business impact onkey clients
- Knowledge of full-service call center programs
- Ability to interpret financial data and manage a budget
- Strong customer/client management background
- Exceptional project management skills with experience in organizing, planning, and executing projects from vision through to implementation
- Good analytical, conceptual, and problem-solving skills with a demonstrated track record of new concept development for various projects
- Critical thinking skills, creative and innovative solutions to internal or external client needs
- Strong interpersonal and leadership skills, and the ability to develop and grow talent
What makes you a great fit for this team:- Your commitment to providing a high level of service to your internal and external clients.
- You are highly adaptable with a track record of success during times of growth and organizational change.
- You have a proven track record of developing trust and influence at multiple levels.
- You demonstrate an impactful and candid communication style.
- You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.
Why join Sentrex?We value our employees! Our permanent full-time employees are provided with a:
- Competitive Salary and generous vacation entitlement
- Wellness Program (5 paid days off for your well-being!)
- Paid Sick Days
- Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
- Employee & Family Assistance Program
