Position Type: Full Time
Department: Patient Programs
Work Location: Canada
Work Arrangement: Remote
Work Hours: Standard Business Hours Monday to Friday
Travel Required: Occasionally, to the Head Office and/or Leadership Summit
The Opportunity:The Program Manager, Immunology Patient Support Programs is responsible for the operational leadership, client management, and performance oversight of assigned immunology patient support programs. Working in partnership with an Associate Program Manager, this role ensures program objectives, service levels, patient access outcomes, and client expectations are achieved while driving continuous improvement and operational excellence.
The Program Manager serves as the primary client lead, focusing on strategic planning, program performance, financial management, stakeholder engagement, and issue resolution, while providing direction and guidance to the Associate Program Manager on day-to-day operational activities.
A Day in the Life (What you will do here):Client Partnership & Strategic Leadership- Serve as the primary client contact and trusted advisor for assigned programs.
- Lead governance meetings, operational reviews, annual planning, and business presentations.
- Build strong client relationships and proactively identify opportunities for program enhancement.
- Manage client escalations and ensure timely resolution of issues.
Program Performance & Operations- Accountable for achievement of program KPIs, SLAs, quality metrics, and patient experience goals.
- Provide oversight of reimbursement, nursing, adherence, patient access, and case management services.
- Monitor program performance, identify risks, and implement corrective action plans.
- Support program launches, indication expansions, and operational readiness activities.
Data Integrity & Reporting- Accountable for the accuracy, completeness, and integrity of all program data and reporting.
- Ensure CRM documentation, dashboards, and client reports accurately reflect program performance.
- Review operational, quality, and data integrity reports to identify trends, gaps, and opportunities.
- Partner with Analytics, Technology, Quality, and Operations teams to improve data governance and reporting capabilities.
- Ensure adherence to documentation standards, SOPs, and data management requirements.
Financial & Resource Management- Manage program budgets, forecasting, staffing plans, and resource utilization.
- Monitor patient volumes, staffing ratios, and capacity requirements.
- Support SOW development, contract renewals, amendments, and scope changes.
- Identify efficiencies and opportunities to optimize operational and financial performance.
Leadership & Team Development- Provide leadership, coaching, and support to the Associate Program Manager and operational teams.
- Foster a culture of accountability, collaboration, innovation, and continuous improvement.
- Support employee development, succession planning, and engagement initiatives.
- Act as an escalation point for operational and personnel matters.
Patient Access & Market Access Support- Drive initiatives that optimize patient access to therapy and improve speed-to-treatment.
- Monitor reimbursement trends and payer landscape changes impacting patient access.
- Collaborate with clients and internal stakeholders to address access barriers and improve patient outcomes.
- Support patient affordability and reimbursement strategies as required.
Compliance & Quality Management- Ensure compliance with regulatory, privacy, pharmacovigilance, contractual, and quality requirements.
- Monitor quality performance and implement corrective and preventive actions where required.
- Support audit readiness and risk management activities.
- Ensure SOPs, work instructions, and training materials remain current and aligned with operational requirements.
Cross-Functional Collaboration- Partner with Operations, Quality, Technology, Analytics, Finance, Learning & Development, and Business Development teams.
- Lead cross-functional initiatives that improve program performance and patient experience.
- Remove operational barriers and ensure alignment across stakeholders.
- Additionalduties asdeterminedby yourManager
What you need to ensure you are set up for success:- University degree in applicable field
- Broad knowledge and training in the fields of business administration, accountancy, sales, marketing, or similar vocations
- Experience in Immunology therapeutic area considered an asset
- 1-3 yearsof experience in a Program Management role
- 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
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
#LI-RB1 
