Operations Program Manager Jobs in Burlington, ON

JOB SUMMARY
Reporting to the Program Manager, the Associate Program Manager (APM) is responsible for undertaking the management, planning, and implementation of the Patient Support Program, including managing the day to-day activities of the Reimbursement Specialists (RS). Additional responsibilities include education and training of new RS team members, process development and improvement across Canada, and ensuring team performance by reviewing weekly and monthly KPI targets. The APM acts as a main contact for all escalations from the team and provides timely resolutions and responses to operational inquiries. The APM will be the program subject matter expert on reimbursement.
DUTIES AND RESPONSIBILITIES
Ensure that the overall performance of the program and its respective services (reimbursement, patient coordination, medication management, etc.) is operating successfully
Ensure all team members are educated on the program, and all performance standards for the team are met or exceeded
Maintain team training matrix, HR files and other required documentations for audit up to date 
Ensure all regional operational occurrences associated with the program are communicated to the Program Manager
Ensure workload measures meet performance targets and recommend changes if they do not meet targets
Ensure KPIs are within performance expectations
Ensure hiring and orientation processes are sufficient to support program needs
Facilitate recruitment, orientation, evaluation, and retention of staff
Complete and/or assist in annual evaluations
Complete and/or assist with chart reviews for the entire team 
Identify, document, implement, and monitor process improvements and enhancements
Make recommendations for changes in operations and assist in the execution of these changes
Collaborate with all internal departments who deliver program-related services
Conduct Quality Audits to ensure accuracy of workflows and pharmaceutical partner(s) specific processes including call and chart audits
Ensure quality of clinical records in CRM are maintained
Attend internal and external meetings with the pharmaceutical partner(s) when required.
Help organize and lead team meetings
Assistance with billing and forecasting
Ensure ad hoc requests and special projects from the pharmaceutical partner(s), Senior Management, and outside stakeholders are performed in a timely manner
Must be able to identify and report Adverse Events to Health Canada, Med Info, and enter into source system and third-party systems
Ensure timely and compliant reporting of Adverse Events (AEs) and Product Quality Complaints (PQCs) in accordance with Health Canada pharmacovigilance requirements and guidelines, including accurate documentation, appropriate escalation, and effective collaboration with internal stakeholders and regulatory teams.
Responsible for ensuring staff follow Pharmacovigilance guidelines and reporting requirements
Responsible for assisting in manufacturer audits, as needed
Maintain program work instructions and SOPs
Point of escalation for team members 
Complete other tasks, as requested
Some traveling required

QUALIFICATIONS
Minimum two (2) years of experience in patient support program reimbursement, with deep understanding of the Special Authorization and appeal process for both public and private insurance
EDUCATION
College or University degree in management, health science or another related field OR equivalent experience 
EXPERIENCE
Bilingual English/French will be considered an asset
Pharmaceutical Patient Support Program experience strongly recommended
Minimum one (1) year of experience in people management is an asset 
Exemplary verbal and written communication abilities
Strong leadership and organizational skills
Strong combination of project management, performance analytics, pharmaceutical partner(s) management, case management, and people skills
Strong strategic thinking and problem-solving skills
Positive attitude and motivational drive for conflict resolution
Experience with evaluating and enhancing processes 
Canadian public and private reimbursement navigation experience and advocacy experience, within a patient program environment, ideally with drugs for chronic diseases
Strong computer and software skills: Excel, Word, PowerPoint, Outlook, Adobe Acrobat, CRM database entry, telephony, web portals, teleconferences, web-based meetings
Demonstrated willingness to travel as per business requirements
Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment
Established high speed internet access from home office