Program Manager

Cencora • Quebec, ON

4d • Onsite

About The Position

The Program Manager will oversee associates to ensure their ability to handle calls and provide appropriate customer service, document requirements in the system, and manage follow-up calls. This role involves monitoring staff performance to assess training needs, providing input for scheduling to ensure adequate staffing, and making recommendations for operational changes. The Program Manager will also be responsible for project management, including reimbursement programs, compliance and education-based programs, and clinical patient support programs. This includes implementing assigned call center projects, designing and developing new projects with protocols, resource allocation, and databases, and evaluating project strengths, weaknesses, and areas for improvement. The role requires producing all project-related reporting, participating in client meetings, and maintaining daily client project communications. Additionally, the Program Manager will identify and implement staff recruiting strategies and participate in the hiring process. The role is responsible for reporting all Adverse Events to the assigned units/departments and may be assigned other duties as required.

Requirements

• Minimum University Degree in Business Administration, Science or equivalent experience.
• Minimum of 3 years' experience in the pharmaceutical/biotech or healthcare-related industries.
• Minimum 2 years’ experience in project or program management.
• Minimum 2 years of People management experience.
• Advanced knowledge of pharmaceutical distribution industry
• Working knowledge of automated warehouse operating system
• Strong business and financial acumen
• Strong analytical and mathematical skills
• Ability to communicate effectively both orally and in writing
• Effective interpersonal and leadership skills
• Effective organizational skills; attention to detail
• Ability to consistently meet deadlines
• Excellent problem-solving skills; ability to resolve issues effectively and efficiently
• Excellent presentation skills
• Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs
• The successful candidate may have daily contacts with unilingual English-speaking customers, patients or peers from cross-functional teams.

Nice To Haves

• Science / healthcare background an asset
• Strong client management experience an asset
• Experience in reimbursement considered an asset
• RN/RPN designation an asset and may be required by specific programs

Responsibilities

• Oversees associates to ensure their ability to handle calls and provide appropriate customer service, document requirements in the system, and manage follow-up calls.
• Monitors the performance of staff members to assess training needs and requirements.
• Provides input for scheduling in order to provide adequate staffing; makes recommendations to management for required changes.
• Assists with quality assurance and quality improvement initiatives; makes recommendations for changes in operations and assists in the execution of these changes.
• Project management including, but not limited, reimbursement programs, compliance and education based programs and clinical patient support programs.
• Implement assigned call centre projects.
• Design and development of new projects including development of protocols, resource allocation and database.
• Ongoing evaluation of project strengths, weaknesses and potential areas for improvement.
• Produce all project related reporting.
• Participate in client meetings.
• Daily and on-going client project communications.
• Identify and implement staff recruiting strategies and participate in the hiring process.
• Responsible to report all Adverse Events to the assigned units/departments.

Benefits

• Cencora is committed to fair and accessible employment practices. When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree