Senior Program Manager

Description:

• Work with the various internal teams to assess the patient journey, develop the patient experience and implement patient support services designed to meet the brand's business needs to provide optimal patient support

• Evaluate, select and negotiate contracts with third party suppliers

• Oversee third-party vendor performance through key performance indicators and monitor corrective action plans as needed

• Actively contribute to third-party governance programs, including strategic business reviews for each service category, leveraging vendor relationship management best practices

• Manage day-to-day program activities in each category of service: patient registration, reception, coordination of medication supply, financial assistance, material resupply and third-party field team, as required

• Adhere to and apply rigorous project management principles and methods to ensure that key projects are clearly defined, adequately resourced, and properly managed to meet quality, timeliness, and budget goals

• Seek to constantly evolve services by leveraging data provided by internal and external stakeholders to improve service quality and efficiency

• Manage service forecasts and budget; identify aspects of each service that can lead to efficiencies and savings; communicate the most accurate latest estimates and unforeseen charges to the Finance Department, as required Analyze monthly reports to determine how to improve customer service and identify areas for improvement or training in program operations

• Identify training opportunities on new processes as needed; provide training on program activities as required

• Determine necessary changes to standard operating procedures (SOPs) in response to changes in market conditions or compliance guidelines and develop corresponding SOPs

• Provide prompt customer service to commercial and non-commercial teams as well as external customers to capitalize on service opportunities or gaps

• Work with relevant departments to achieve brand team goals

Training or experience required:

• Bachelor of Commerce or equivalent

• Minimum of 3 to 5 years of experience in the field of patient support programs

• Experience in patient support program will be considered an asset