Manager, Program Excellence

BioScript Solutions•Oakville, ON

8d•Remote

About The Position

Empowering lives, healing hearts, embracing future. Are you ready to make a lasting impact in specialty care? We’re seeking a dedicated and dynamic Manager, Program Excellence to join our Patient Support Programs at BioScript Solutions, where we put our patients first! The Manager, Program Excellence has a strong combination of project management, performance analytics and reporting skills, client/stakeholder relations, and case management. They can effectively lead a diverse team of individuals and balance ongoing competing priorities. They are comfortable with technology and can easily adapt processes to meet the changing needs of the business. Individuals who would succeed in this role are positive, driven and committed to building best-in-class talent.

Requirements

Post-secondary education or equivalent work experience in a related field
Experience within the customer support industry or in a contact center environment
Knowledge of pharmaceutical industry is an asset
Knowledge of the Canadian national reimbursement landscape is an asset
Ability to lead, engage, coach, and mentor a team
Ability to work with ambiguity
Ability to work independently and in a team environment
Communicate verbally, with clarity in one on one and group situations
Proven ability to organize time, set priorities, and multi-task to meet various competing deadlines
Strong critical thinking and innovative solutions mindset
Strong analytical and problem-solving skills
Strong proficiency in Microsoft Office, Data Analytics tools and/or Excel, CRM experience / mastery and business communication tools (Smartsheet, Service Now, Lucid Chart, etc.)
English proficiency is required for this position to effectively communicate with internal and external stakeholders.
Bilingualism (French and English) may be required depending on the specific role, location, and the needs of the organization

Nice To Haves

Experience in a Patient Support Program operations setting is considered an asset

Responsibilities

Oversee the Advanced Resource Team, and engage and lead a team of Senior Reimbursement Specialists, Reimbursement Specialists, Administrative Assistants, and other key support roles for patient support programs
Oversight of NavieGo’s Patient Interaction Excellence program and leadership of a team of Patient Interaction Coordinators
Define requirements and implementation of best practices for all patient interactions, including management of performance trackers, scorecards, and feedback sharing sessions
Work in collaboration with Insight Analyst to complete data analysis, trends, and insights to guide recommendations and drive continuous improvement in Program Resourcing and Patient Interactions
Monitor the performance of direct reports to assess training needs; provide coaching and mentoring to direct reports based on feedback gathered from program managers and performance KPIs
Ensure the team and priorities are aligned with NavieGo’s strategic direction
Demonstrate a solid knowledge of public, private, and federal funding mechanisms
Support the execution of program launches / transitions / data migrations / integrations and special projects as needed
Work closely with Program Managers to backfill specific roles within each program
Manage the onboarding and offboarding process for new and existing team members to ensure team members are adequately trained to backfill program resource requirements
Support the development and implementation of quality operational initiatives and corrective action reviews
Effectively communicate and promote the services of the Advanced Resource through newsletters, presentations, and regular team updates
Provides clear direction, sets measurable goals, and holds team members accountable for performance and results.
Coaches, develops, and supports team members through regular feedback, performance reviews, and career development planning.
Fosters a high-performing, inclusive team culture that aligns with company values and business objectives.