Job Details PRIMARY DUTIES AND RESPONSIBILITIES:- Oversees associates to ensure their ability to handle calls and provide appropriate customer service, document requirements in the system, and manage follow-up calls.
- Monitors the performance of staff members to assess training needs and requirements.
- Provides input for scheduling in order to provide adequate staffing; makes recommendations to management for required changes.
- Assists with quality assurance and quality improvement initiatives; makes recommendations for changes in operations and assists in the execution of these changes.
- Project management including, but not limited, reimbursement programs, compliance and education based programs and clinical patient support programs;
- Implement assigned call centre projects;
- Design and development of new projects including development of protocols, resource allocation and database;
- Ongoing evaluation of project strengths, weaknesses and potential areas for improvement;
- Produce all project related reporting;
- Participate in client meetings;
- Daily and on-going client project communications;
- Identify and implement staff recruiting strategies and participate in the hiring process.
- Responsible to report all Adverse Events to the assigned units/departments
- The Program Manager will also be assigned other duties and tasks as required from time
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:- Minimum University Degree in Business Administration, Science or equivalent experience;
- Science / healthcare background an asset;
- Minimum of 3 years' experience in the pharmaceutical/biotech or healthcare-related industries;
- Strong client management experience an asset
- Minimum 2 years' experience in project or program management;
- Minimum 2 years of People management experience
- Experience in reimbursement considered an asset;
- RN/RPN designation an asset and may be required by specific programs
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:- Advanced knowledge of pharmaceutical distribution industry
- Working knowledge of automated warehouse operating system
- Strong business and financial acumen
- Strong analytical and mathematical skills
- Ability to communicate effectively both orally and in writing
- Effective interpersonal and leadership skills
- Effective organizational skills; attention to detail
- Ability to consistently meet deadlines
- Excellent problem-solving skills; ability to resolve issues effectively and efficiently
- Excellent presentation skills
- Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs
The successful candidate may have daily contacts with unilingual English-speaking customers, patients or peers from cross-functional teams.
What Cencora offersWe provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.
Full time
