REMOTE

IQVIA•Mississauga, ON

10d•Remote

About The Position

The Associate Program Manager, Patient Services is responsible for fostering a professional, service-oriented work environment by monitoring performance, motivating, and developing case worker team members to deliver excellent customer service and achieve performance objectives. This role provides operational leadership, client support, reporting oversight, and pharmacy stakeholder engagement while ensuring effective coordination of workforce and workflow activities. The Associate Program Manager must demonstrate strong knowledge of Patient Support Programs, clinical service processes, organizational procedures, contact centre technology, and performance reporting.

Requirements

Demonstrated success working in fast-paced environments with fluctuating service demand
Experience with workforce scheduling and resource planning principles
Strong technical aptitude with contact centre technologies, including IVR functionality, call monitoring tools, and performance reporting
Excellent written and verbal communication skills with the ability to influence internal and external stakeholders
Strong interpersonal and relationship-building skills across all organizational levels
Professional leadership presence and ability to serve as a role model
Analytical thinking and creative problem-solving abilities
Ability to receive feedback constructively and adapt leadership approach accordingly

Nice To Haves

University degree preferred (healthcare, life sciences, or related field) or equivalent experience
Bilingualism (English/French) preferred
Supervisory or management experience within a contact centre and/or pharmaceutical environment preferred
Experience within Patient Support Programs and reimbursement navigation preferred

Responsibilities

Competently performs case worker duties as required, including placing and receiving program-related calls to support workload coverage, manage sensitive or escalated situations, and maintain current knowledge of program operations.
Conducts clinical service audits for pharmacies to monitor Key Performance Indicators (KPIs) and ensure compliance with program and client requirements.
Acts as the primary point of escalation for pharmacy billing inquiries related to clinical services, ensuring timely resolution and stakeholder satisfaction.
Provides ongoing client management and operational support, maintaining strong relationships and ensuring program deliverables are achieved.
Oversees program reporting, analysis, and insight delivery, identifying trends, risks, and opportunities to improve service performance and operational efficiency.
Coordinates and oversees pharmacy technical support activities delivered through case worker teams, ensuring timely issue resolution and appropriate escalation.
Develops strong working relationships that support the growth and success of individual staff members and the department overall.
Demonstrates a thorough understanding of policies, procedures, and processes, ensuring staff compliance and tracking adherence as appropriate.
Provides regular feedback to the Manager on quality, operational, technical, and process-related issues affecting programs, teams, or individuals, and recommends corrective actions or follow-up activities.
Based on forecasted demand, oversees staff scheduling and resource allocation to ensure efficient delivery of services during operational hours (8:00 a.m. – 8:00 p.m. EST, Monday to Friday).
Supports the Manager in the development and execution of operational policies and practices; responds according to policy direction and escalates unusual situations or staff non-adherence.
Collaborates with Managers and other Team Leads to resolve scheduling challenges, optimize resource distribution, and support cross-training initiatives.
Analyzes attendance trends, call metrics, productivity indicators, and clinical service performance data on a regular basis.
Supervises, coaches, and evaluates case worker performance, including establishing goals and completing mid-year and annual performance reviews in accordance with company policies.
Regularly reviews team and individual performance objectives and delivers concise, accurate, and timely performance summaries.
Acts as a preceptor for new hires during onboarding by supporting program training activities, facilitating mock calls, call shadowing, and targeted coaching.
Participates in continuing education initiatives and motivates team members to achieve departmental targets related to service levels, financial performance, clinical service delivery, and customer satisfaction.
Monitors calls for quality and technical accuracy, providing structured monthly feedback on both soft skills and technical content.
Ensures staff awareness and understanding of organizational and Patient Services policies; investigates inquiries and leverages internal resources to resolve issues.
Supports troubleshooting of basic technical issues and contributes to the maintenance of technical support documentation; liaises with IT on recurring system concerns and escalates unresolved issues.
Promotes respectful, collaborative working relationships across internal teams and external stakeholders while maintaining a strong patient-focused service culture.