Program Manager
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Job Description
Program Manager overseeing call center operations for a pharmaceutical solutions company. Managing projects and ensuring quality service in the healthcare-related industry.
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 to, reimbursement programs, compliance and education-based programs and clinical patient support programs
- Implement assigned call centre projects
- Design and develop 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
Requirements:
- Minimum University Degree in Business Administration, Science or equivalent experience
- Science / healthcare background an asset
- Minimum of 3 years' experience in the pharmaceutical/biotech or healthcare-related industries
- Strong client management experience an asset
- Minimum 2 years’ experience in project or program management
- Minimum 2 years of People management experience
- Experience in reimbursement considered an asset
- RN/RPN designation an asset and may be required by specific programs
- 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
Benefits:
- medical, dental, and vision care
- comprehensive suite of benefits focusing on wellness aspects
- support for working families including backup dependent care
- adoption assistance
- infertility coverage
- family building support
- behavioral health solutions
- paid parental leave
- paid caregiver leave
- variety of training programs
- professional development resources
- opportunities for mentorship programs
- employee resource groups
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