Program Support Manager

• 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.
• Maintain team training matrix, HR files and other required documentations for audit up to date
• Works closely with internal and external 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.
• Always maintains confidentiality of pharmaceutical partner and corporate information.
• Develops business cases that deliver prompt, cost effective, creative solutions to the pharmaceutical partner 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.
• Responsible for data integrity and accurate data collection by program staff
• Uses exceptional negotiation and customer service skills to cultivate long term partnerships in an ethical, transparent manner.
• Prepares and presents Quarterly Business Reviews (as contractually required) 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 and 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 pharmaceutical partners.
• 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
• Complete other tasks as requested.

• Develops and maintains specific program protocols, supporting documents, policies and procedures, including but not limited to scripting, SOP’s, Work Instructions and process flows in collaboration with pharmaceutical partner(s) if applicable
• 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 Department, 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 pharmaceutical partner expectations are met, including call and chart audits as required
• Complete other tasks as requested.

• Liaises with HR and Senior Management 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.

• Business graduate discipline in any field (College diploma, Undergraduate, Graduate) OR three (3) years of management experience in people management and patient support programs

• At least three (3) years of management of Patient Support Program experience or recent management experience in the healthcare or pharmaceutical industry.
• Demonstrated ability to interpret and integrate policies and procedures; solid track record in conducting education initiatives
• Demonstrates time management skills, as well as an ability to evaluate urgent situations and make appropriate business decisions.
• Exemplary verbal and written communication abilities, facilitating effective interactions across diverse audiences
• Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements)
• 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.
• Established high speed internet access from home office.

Bayshore HealthCare