Director, Program Management for CX, managing implementation and support for major accounts at NICE. Driving project delivery and customer satisfaction with oversight of project management community.
About the role
- Program Manager for patient programs at Sentrex Health Solutions. Overseeing program management and client satisfaction in pharmaceutical support services while ensuring high-quality outcomes.
Responsibilities
- Ensuring the program is designed and implemented as per the sponsor’s strategic direction
- Ensuring all program Client’s needs are 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 build content for training
- 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, payer)
- Ongoing evaluation of program strengths, weaknesses, and potential areas for improvement
- Make recommendations for changes in operations and assist in execution through a robust change management process
- Facilitate the design, production, and delivery of all program-related reporting in collaboration with the analytics team
- Participate/lead in respective client meetings
- Collaborate with internal departments to ensure optimal execution and performance in all aspects of client communications and client relations
- Assist with quality assurance and quality improvement initiatives
- Oversee case managers to ensure customer service, document requirements in the system, and manage follow-up calls
- Monitor the performance of staff members to assess training needs
- Provide input for scheduling to ensure adequate staffing; recommend changes to management as needed
- Manage and participate in program design and development activities
- Manage and participate in the project technical setup
- Manage day-to-day project activities and address ad hoc client requests
Requirements
- University degree in applicable field
- Broad knowledge and training in business administration, accountancy, sales, marketing, or similar vocations
- Experience in Hepatology or Virology 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 technology direction, 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
- Strong critical thinking skills, ability to problem solve and innovate with creative solutions for internal or external stakeholders
- Strong interpersonal and leadership skills; ability to develop and grow talent.
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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