Position Type: Full Time, Fixed-Term
Department: Patient Programs
Work Location: Canada
Work Arrangement: Remote
Work Hours: Monday to Friday - standard business hours
Travel Required: No
The Clinical Associate Program Manager (APM) provides operational leadership and program coordination support for assigned Immunology Patient Support Programs. Working closely with the Program Manager and Program Supervisors, the Clinical APM is responsible for monitoring program performance, ensuring data integrity, supporting operational execution, and driving the completion of key program initiatives. The Clinical APM serves as a critical link between frontline operations, supervisors, and client-facing leadership to ensure the consistent delivery of high-quality patient support services.
A Day in the Life (What you will do here):Operational Leadership & Supervisor Support- Partner with Program Supervisors to support daily program operations and service delivery.
- Monitor operational performance, staffing trends, workload distribution, and capacity requirements.
- Support supervisors in identifying and addressing workflow challenges, escalations, and operational risks.
- Assist with implementation of process improvements and operational initiatives.
- Act as a resource for supervisors regarding program processes, reporting requirements, and operational priorities.
Performance Monitoring & Reporting- Monitor KPIs, SLAs, quality metrics, and operational performance indicators.
- Prepare weekly, monthly, quarterly, and ad hoc reports for internal and client stakeholders.
- Analyze performance trends and identify opportunities for improvement.
- Track action plans and ensure completion of operational and client commitments.
- Support the Program Manager in business reviews and governance meetings.
Data Integrity & Program Governance- Serve as a key owner of program data integrity and reporting accuracy.
- Conduct routine audits of CRM documentation, patient records, and operational reporting.
- Validate data used in client reporting, dashboards, forecasting, and performance reviews.
- Investigate data discrepancies and partner with Supervisors to implement corrective actions.
- Ensure adherence to documentation requirements, SOPs, work instructions, and program standards.
Client & Project Support- Support preparation of client presentations, reports, governance materials, and meeting documentation.
- Manage meeting action items and ensure timely follow-up and completion.
- Support implementation of client-driven initiatives, process improvements, and program enhancements.
- Coordinate activities related to product launches, indication expansions, and operational changes.
Workforce & Resource Coordination- Collaborate with Supervisors to review patient volumes, caseloads, staffing levels, and utilization trends.
- Support resource planning and workforce optimization activities.
- Assist with onboarding, training coordination, and operational readiness activities.
- Monitor staffing gaps and communicate risks to the Program Manager.
Compliance & Quality Management- Support quality management activities, audits, and corrective action plans.
- Monitor compliance with privacy, pharmacovigilance, regulatory, and program requirements.
- Ensure training records, program documentation, SOPs, and work instructions remain current.
- Escalate compliance concerns and operational risks as appropriate.
Cross-Functional Collaboration- Partner with Operations, Quality, Analytics, Technology, Training, and Finance teams.
- Support system enhancements, reporting improvements, and operational projects.
- Facilitate communication between frontline teams, supervisors, and leadership.
- Contribute to continuous improvement initiatives across the immunology portfolio.
- Additional duties as determined by your Manager.
What you need to ensure you are set up for success:- Must be a Registered Nurse in good standing with the College of Nurses of their respective province
- 3-5 years of experience in PSP.
- French and English bilingual is required.
- Immunology knowledge an asset
- Minimum of 2 years in a People Management role.
- Demonstrated expertise in reimbursement, patient assistance programs, database elements, functionality and operational policies and processes.
- Understanding of the direction of technology, trends and strategic business impact on key 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.
- Strong analytical, conceptual, and problem-solving skills with a demonstrated track record of new concept development for various projects.
- Critical thinking skills, strong ability to problem solve and innovate with creative solutions for internal or external stakeholders.
- Strong interpersonal and leadership skills; 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
- RRSP Matching Program
- The anticipated base salary hiring range for this role is $92K to $106K annually. The final base salary will be determined based on relevant experience, skills, and internal equity.
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