The Patient Support Services (PSS), Training & Education Manager is responsible for the coordination all training & education initiatives with the department of Patient Support Services.
These activities include the creation and delivery of training and education curriculum of all new PSS initiatives and existing education needs within the department. The Training & Education Manager will ensure their team aids in program training requirements complying with audit and CAPA findings, and improvements in our e-learning platform to align with industry best practices and standards regarding Adult Education training and education formats.
Duties and Responsibilities
Duties and Responsibilities of Training & Education Manager include (but are not limited to):
Leveraging tools and applications in Bayshore to manage and deliver training and education curriculum to admin and field staff as required.
Validate and test the training courses before they are up-loaded on the e-learning platform providing feedback and proposed revisions as required.
Maintain all necessary training files on e-learning platform.
Provide assistance to team members, and attendees with e-learning courses as needed.
Provide support to PSS program team (Program Managers and PV Specialists) with training completion reports for general compliance and audits (internal & external).
Provide training and education on new e-learning platform initiatives.
Initiate e-Learning & Document Management (Sharepoint) system improvements.
Coach and mentor team members to consistently improve and grow.
Implement tools and processes to ensure team is operating as efficiently as possible.
Act as a point of contact for escalations from our internal stakeholders as needed in regards to and during implementations of new business or new processes for education.
Track and resolve issues when escalated, initiating corrective actions as appropriate to manage delays or address personnel issues (if any).
Participate and lead internal stakeholder groups to assess and implement change management or efficiency projects associated with PSS Training & Education to improve team performance of initiatives.
Provide Sr. Manager progress updates on team’s achievements and deliverables.
Ensure cleanup projects for education and training are on track, on time and within agreed upon scope.
Oversee the development of program SOPs, Work instructions, Application User Guides, training material, role based materials and PSS resources as it relates to training & education.
Establish and manage relationships with customer business and project stakeholders.
Assign resources as needed and/or build business cases when additional resources may be required to assist and deliver training to core teams within PSS.
Complete other tasks as required by BSRx Management.
Develops presentation materials for kick off presentations or lessons learned meetings related to Training & Education projects or initiatives.
Participate in client audits pertaining to program training requirements.
Reports to the Sr. Education & Implementation Services Manager, Patient Support Services
Bachelors or College Diploma, Certified Training and Development Professional (CTDP) or equivalent certification in Adult Education
Experience working with specialty pharmaceuticals and an understanding of home health services
Experience working with clinical teams to develop and implement new education curriculum related to the pharmaceutical business
Experience with and an understanding a variety of roles within a Patient Support programs, Specialty pharmacy, Reimbursement services
Implementation and designing of training curriculum is an asset
Ability to work independently or within a team environment
Ability to communicate cross-functionally in a variety of mediums
Ability to work cross functionally in an organization and across various levels
Ability to handle difficult situations and solve problems in a rapid fashion
Strong communication skills
Ability to handle difficult and stressful situations with diplomacy and ease
Strong analytical and problem solving skills
Strong leadership skills
Ability to act with a clear sense of urgency
Proven ability to drive continuous improvement processes
Bilingual (English and French) is an asset