Staff Program Manager at Mozilla managing Trust & Safety programs. Collaborating with cross - functional teams to design and implement safety and compliance initiatives.
About the role
- Program Manager overseeing Patient Support Programs at Sentrex Health Solutions. Responsible for program design, implementation, and client management.
Responsibilities
- Ensuring the program is designed and implemented as per the sponsor’s strategic direction.
- Ensuring all program Client’s needs are being met
- Responsible for the overall performance of the program and its respective services: reimbursement, patient coordination, medication management, etc.
- Continue to build upon existing experiences, become the reimbursement expert in each therapeutic area being managed, to support with building content for training and ensuring the team has all required context within their therapeutic landscape.
- Ensuring that any stakeholder escalations are managed appropriately and to the Client’s satisfaction
- Providing the program sponsor with portfolio insights and intelligence (market, competitive, and payer)
- Ongoing evaluation of program strengths, weaknesses, and potential areas for improvement.
- Make recommendations for changes in operations and assist in the execution of these changes through a robust change management process
- In collaboration with the analytics team, facilitate the design, production, and delivery of all program-related reporting
- Participate/lead in respective client meetings and day-to-day client communications.
- Collaborate with internal departments, including Client Solutions Managers, and all others who deliver program-related services to ensure optimal execution and performance in all aspects of client communications and client relations.
- Assist with quality assurance and quality improvement initiatives, overseeing the completion of all required CAPA activities.
- Oversees Field Nurse Care managers to ensure their ability to handle calls and provide extraordinary customer service to prescribers and clinics, document requirements in the system, manage follow-up calls, and collaborate with Patient Care Managers as required.
- Monitors the performance of staff members to assess training needs and requirements.
- Provides input for scheduling to provide adequate staffing; makes recommendations to management for required changes.
- 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 set up (i.e., telephony, data collection tools and processes, reports, and project reporting requirements)
- 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
- Participate in consulting and/or research projects as necessary to support the project and other departmental projects and initiatives
- Communicate effectively and on an ongoing, scheduled basis program status to account manager/project director
- Additional duties as determined by your Manager
Requirements
- University degree in applicable field
- Broad knowledge and training in the fields of business administration, accountancy, sales, marketing, or similar vocations
- Experience in Immunology therapeutic area considered an asset
- 1-3 years of experience in a Program Management role
- Minimum of 2 years in a People Management role
- Demonstrated expertise in 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
- Strong analytical, conceptual, and problem-solving skills with a demonstrated track record of new concept development for various projects
- Critical thinking skills, strong ability to problem solve and innovate with creative solutions for internal or external stakeholders
Benefits
- 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
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