Program Relations Manager

Cencora • Edmonton, AB

3d • Hybrid

About The Position

In support of Health Care Professionals (HCPs) and their patients, the Program Relations Manager serves as the primary point of contact for HCPs to support navigation of Patient Support Program (PSP) requirements. This role acts as a liaison between PSPs and healthcare providers to relay important updates, requirements, and any changes in the patient support process. The Program Relations Manager facilitates the flow of information between all parties involved to streamline the patient support journey, develops strong working relationships with physicians and their office staff to ensure smooth maintenance of patients enrolled in PSPs, and provides triage support of information on PSPs and facilitates access to necessary PSP services. The role involves collecting patient information and clinical data, coordinating private and public reimbursement activity, assisting patients with pharmacy services, monitoring the patient journey, addressing barriers or delays, and providing proactive assistance to resolve issues and escalate accordingly. Through close collaboration with various PSPs, the Program Relations Manager develops and maintains positive relationships, coordinates medical notes for reimbursement, reviews documents from PSPs, confirms reimbursement outcomes, identifies process improvements, and maintains ongoing communication. The role also includes completing relevant reports, planning travel to physician offices, attending Continuous Medical Education events, providing in-service presentations to KOL physicians, and fulfilling other assigned duties, potentially including on-call responsibilities.

Requirements

• A Bachelor’s degree in health care or a related discipline
• Requires a minimum five (5) years, in the healthcare, pharmaceutical or industry or related experience
• Available to travel within an assigned territory, some overnight travel may be required.
• Valid Driver’s License, current auto insurance policy and access to reliable transportation, for regional travel.
• Knowledge of private and public reimbursement structure, systems, and process.
• Experience with reimbursement navigation, special authorization, appeals process and conducting field-based reimbursement support and consultation.
• Strong communication and interpersonal skills for effective patient and healthcare provider interactions.
• Proven ability to organize time, set priorities, and multi-task in order to meet various competing work deadlines.
• Strong customer service skills
• Strong business acumen
• Strong analytical skills
• Strong critical thinking skills
• Ability to communicate effectively both orally and in writing.
• Effective interpersonal and leadership skills
• Effective organizational skills and attention to detail
• Ability to consistently meet deadlines.

Nice To Haves

• PSP and case management experience preferred
• Asset to have Health Care professional registered within their province (e.g. RN, RPN, Pharmacist, …)
• Minimum three (3) years in a clinical setting an asset.
• Experience and background in various therapeutic areas is an asset.
• Normally requires a minimum of five (5) years in public or private third-party reimbursement arena or pharmaceutical industry in sales, managed care, or clinical support.
• Background in business administration (pharmaceutical) sales and marketing an asset.
• Fluency in French and/or English may be required depending on program and geographic location.

Responsibilities

• Serves as the primary point of contact for HCP to support navigation of PSP requirements.
• Acts as a liaison between PSPs, healthcare providers to relay important updates, requirements, and any changes in the patient support process.
• Facilitates the flow of information between all parties involved to streamline the patient support journey.
• Develops strong working relationships with physicians and their office staff to ensure smooth maintenance of patients enrolled in the PSPs.
• Provides triage support of information on PSPs and facilitates the access to PSP services needed.
• Collects necessary patient information and clinical data.
• Coordinates private and public reimbursement activity directly with PSPs or with insurers if no PSPs exist.
• Assists patient with pharmacy services, when needed.
• Monitor’s patient journey and addresses barriers or delays.
• Provides proactive assistance to resolve issues and escalates accordingly.
• Serves as the primary point of contact (or liaison) between PSPs and HCPs.
• Develops and maintains a positive relationship with the Program Patient Support team.
• Coordinates required medical notes for PSP to complete reimbursement coverage for patient.
• Receives and reviews documents from PSPs.
• Confirms outcome of reimbursement navigation.
• Identifies processes improvement to facilitate exchange of information.
• Ongoing maintenance of communication.
• Proactively provides help to resolve issues.
• Completes all relevant reports (expenses, mileage, reports etc.) as per specified timelines and as per required standards.
• Plans travel into Physician's office on an agreed upon schedule.
• Attends scheduled Continuous Medical Education events and reports new activities.
• Provides in service presentation to KOL physicians.
• Fulfill other duties and tasks as assigned, including potential on-call responsibilities.

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.
• Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
• The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
• Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level