Associate Director, Patient Programs (Remote)

Position Type:                  Full Time

Department:                    Patient Programs

Work Location:               Canada

Work Arrangement:      Remote

Work Hours:                    Monday to Friday - Standard Business Hours (EST)

Travel Required:             No

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

Come and join our team! But first, let us tell you why we love working here:

• We are 100% Canadian with locations across the country
• State-of-the-art facilities to provide high-quality products and services
• The opportunity to be a part of a winning, high-performing team
• Collaborative, engaging workplace culture – we are passionate about our people!
• Flexible working environment that promotes a healthy work-life balance
• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year

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 Supervisors and supports management of Program Case Managers.
• Monitors the performance of staff members 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 and participate in training activities for new and existing employees/projects.
• Identify and implement staff recruiting strategies and participate in 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

• Lead client meetings (touchpoints & QBRs).
• Serves as the primary point of contact for internal/external partners, to address and resolve any program-specific inquires.
• 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.
• Other duties as assigned by your manager

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.
• 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 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.
• 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
• RRSP Matching Program

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.

We encourage you to apply and accept all applications.  We realize that not every candidate will meet every single desired qualification.  If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!

Accommodations can be made available upon request for those candidates taking part in the selection process.