About The Position
The Program Manager is responsible for the overall management of programs, including the setup, implementation, and monitoring of client-specific patient support programs. This role involves close communication with stakeholders to develop timelines and define deliverables. The incumbent ensures smooth operations and intervenes to resolve any issues. They are also responsible for program-related communications and supervise the team of caseworkers assigned to the programs. The position requires close collaboration with various IQVIA departments, teams, support functions, and stakeholders located across Canada and around the world, therefore, a functional knowledge of English, both written and spoken, is necessary to perform the duties of this position.
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.
- Functional knowledge of English, both written and spoken.
Nice To Haves
- University degree (healthcare, life sciences, or related field).
- Equivalent experience to a university degree.
- Bilingualism (English/French).
- Supervisory or management experience within a contact centre and/or pharmaceutical environment.
- Experience within Patient Support Programs and reimbursement navigation.
Responsibilities
- Manage overall programs, including the setup, implementation, and monitoring of client-specific patient support programs.
- Communicate closely with stakeholders to develop timelines and define deliverables.
- Ensure smooth operations and troubleshoot any issues to find a resolution.
- Manage program communications as required by the various programs.
- Manage and oversee the caseworker team for assigned programs.
- Lead face-to-face kick-off client meetings in the post-sale process, including project development and timelines.
- Prepare and present program progress and market insight reports to clients and internally.
- Proactively communicate and escalate any risks for the program goals.
- Be responsive to customers' concerns and questions.
- Be available for in-person meetings with clients on an ad hoc basis.
- Consult in pre-sales program design and program setup.
- Own post-sale launch, management, and execution of the sold solution by developing and controlling deadlines and activities.
- Establish and implement a program plan at the start-up of new programs, outlining the various steps involved in implementation to maintenance.
- Coordinate cross-project activities and adhere to internal procedures.
- Clearly identify scope creep.
- Monitor the programs routinely to ensure optimal performance and alignment with program deliverables and objectives.
- Participate in daily communication with clients and stakeholders regarding program topics and actions.
- Delegate tasks when required.
- Identify areas of improvement and develop new processes where applicable.
- Provide insights to clients on a weekly, monthly basis around program performance.
- Complete quarterly business reviews with clients.
- Manage the sales order activity through efficient tracking and fulfilling sales orders in a timely manner, including accurate management of revenue forecasting for deliveries.
- Review program processes, look for continuous improvement and make suggestions for efficiencies and compliance.
- Manage a team of caseworkers supporting the program with reimbursement navigation, bridging support, copay support, and general inquiries.
- Perform Quality Assurance of caseworker calls & emails.
- Coach & mentor the caseworker team, engaging in monthly one-on-ones with each caseworker.
- Track & manage Key Performance Indicators (KPI) related to telephony/email support and task management.
- Be responsive to customers' concerns and questions.
- Ensure compliance to Standard Operating Procedures (SOPs) and expectations of the program from the caseworker team.
Benefits
- Incentive plans
- Bonuses
- Health and wellness benefits
- Other benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
