Gestionnaire de programme / Program Manager

IQVIA•Mississauga, ON

5d•CA$64,100 - CA$106,900

About The Position

The Program Manager is responsible for the overall management of programs, including their setup, implementation, and monitoring of client-specific patient support programs. This role involves communication with program stakeholders to create timelines and outline deliverables. The individual ensures operations run smoothly and troubleshoots any issues to find a resolution. They are also responsible for program communications as required. The Program Manager will manage and oversee the caseworker team for assigned programs.

Requirements

Functional knowledge of English, both written and spoken, is necessary.
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

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 internal teams.
Proactively communicate and escalate any risks that could compromise program goals.
Be responsive to customer concerns and questions.
Be available for in-person meetings with clients on an ad hoc basis.
Consult in pre-sales program design and program set up.
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 implementation to maintenance steps.
Coordinate cross-project activities and adhere to internal procedures.
Clearly identify scope creep.
Routinely monitor programs to ensure optimal performance and alignment with program deliverables and objectives.
Participate in daily communication with clients and stakeholders regarding program topics and actions.
Identify areas of improvement and develop new processes where applicable.
Provide clients with insights on program performance on a weekly and monthly basis.
Complete quarterly business reviews with clients.
Manage sales order activity through efficient tracking and timely fulfillment, including accurate management of revenue forecasting for deliveries.
Review program processes, foster continuous improvement, and recommend efficiencies while ensuring compliance.
Manage a team of caseworkers supporting the program with reimbursement navigation, bridging support, copay support, and general inquiries.
Perform performance quality assurance of caseworker calls and emails.
Provide coaching and mentoring to the caseworker team, including monthly one-on-one meetings.
Track and manage Key Performance Indicators (KPIs), telephony/email support, and task management.
Ensure compliance with Standard Operating Procedures (SOPs) and program expectations by the caseworker team.