The Pharmaceutical Patient Support Program Manager, under the direction of the Portfolio Manager, is responsible for the oversight, operations and direct management of Pharmaceutical Patient Support Programs.
The Patient Support Program Manager, in keeping with the organizational structure of the Patient Support Services division, assumes overall responsibility for financial and operational requirements, relating to their program/s. They are also responsible for the implementation of contractual agreements, specific to the delivery of client and patient services, as well as metrics on a specific drug therapy and/or other related projects.
DUTIES AND RESPONSIBILITIES
Patient Support Program Management:
Collaborates with partnering pharmaceutical company to ensure performance expectations are met and maintained.
Maintains a patient centric approach to all decisions and activities related to their assigned Patient Support Program.
Works closely with internal stakeholders to ensure ongoing alignment and operations are meeting program requirements
Communicates program updates (including competitive intelligence and strategic insight) on an ongoing basis with Bayshore management team.
Takes a quality improvement approach when reviewing operations and delivering patient care.
Maintains confidentiality of client and corporate information at all times.
Develops business cases that deliver prompt, cost effective, creative solutions to the client and Bayshore.
Utilizes data modeling and analytical techniques to identify efficiencies and areas of opportunity and improvement.
Is responsible for understanding, implementing and monitoring of all data reporting assigned to the program and submitted to internal and external stakeholders for review.
Uses exceptional negotiation and customer service skills to cultivate long term partnerships in an ethical, transparent manner.
Prepares and presents Quarterly Business Reviews to both internal and external stakeholders.
Supports the procurement, implementation, launch and development of revenue generating programs.
Serves as primary point of contact for internal/external partners, to address and resolve any program specific inquires.
Is financially responsible for the program P&L and works with senior management and finance to ensure the program is in a positive financial position.
Consistently and proactively stays abreast of industry changes and shares strategic market insight with
Demonstrates strong presentation skills and has public speaking ability to present complex data to customer
groups during quarterly business meetings and for all Ad hoc requests
Develops and maintains specific program protocols, supporting documents, policies and procedures, including but not limited to SOP’s, Work Instructions and process flows.
Actively participates in the reporting of incidents or occurrences through the Quality Management System (QMR).
Has a solid understanding of accounts payable and accounts receivable methodology.
In conjunction with the Pharmacovigilance Dept., assures collection, processing and reporting of Adverse Events within contractual KPI’s and pharmacovigilance requirements.
Have strong project management skills and the ability to manage day to day operations, while assuming responsibility for several projects simultaneously.
Must be able to identify and report AE’s to health Canada, Med Info and enter into source system and third party systems.
Assists in the development and/or revision of policies and procedures.
Performs and supports regular program audits and quality assurance reviews to ensure KPI’s and client expectations are met.
Liaises with HR and Portfolio Manager to coordinate recruitment, orientation, coaching, workload planning, and retention initiatives.
Directly manages program specific employees to ensure the delivery of high quality care and adherence to program, government, company and ISO 9001-2000 standards.
Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify HR of any Health & Safety risks or concerns.
Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.
Leads or assist with the implementation of Modified Work Programs for employees.
Develop and delivers employee training: Including, but not limited to clinical and reimbursement programs.
Complete other tasks as requested.
Report directly to the Portfolio Manager
Business graduate discipline in an field (College diploma, Undergraduate, Graduate)
Graduate of Registered Nursing Program or of any other Registered Health Care field holding current registration from an accredited School including Pharmacy
At least five years of progressive responsibility with recent management experience in the healthcare or pharmaceutical industry. Demonstrated ability to interpret and integrate policies and procedures; solid track record in conducting adult education initiatives and proven track record as a Project Manager. Demonstrates time management skills, as well as an ability to evaluate urgent situations and make appropriate business decisions. Excellent communicator, valid driver’s license and willingness to undertake out-of-town travel as required. Working knowledge of French language is an asset.
Other Skills and Abilities
Knowledge of: the principles, practices and methods of account management; operations and service delivery; financial management and control; program development, implementation and evaluation; human resources practices.