Patient Support Program Manager

Oshawa, ON, Canada

Full Time

Experienced

#LI-DNI

JOB DESCRIPTION

JOB TITLE                                           Patient Support Program Manager
COMPANY                                          Auxilium Health (Hybrid), Oshawa, ON
EMPLOYMENT TYPE                         Permanent, Full-time
HOURS                                               37.5 hours per week, Monday to Friday, 9am-5pm

DEPARTMENT                                    Patient Support Programs
REPORTING TO                                 Senior Manager, Patient Support Programs
DIRECT REPORTS                              Yes

POSITION SUMMARY:
The Patient Support Program Manager will oversee the management of patient support initiatives and Program personnel, ensuring that programs effectively meet the needs of patients, healthcare providers and manufacturers. This role requires strong leadership, strategic planning, and a focus on enhancing patient experiences.

KEY RESPONSIBILITIES:

Manage and support the Patient Support Programs team to ensure effective program delivery and high-quality service.
Monitor and analyze key performance indicators (KPIs) to assess program effectiveness and patient satisfaction.
Prepare and present detailed reports on program performance to senior management and stakeholders, highlighting successes and areas for improvement.
Collaborate with cross-functional teams to align program goals with organizational objectives and enhance patient outcomes.
Ensure compliance with regulatory requirements and company policies related to patient support activities.
Provide guidance, coaching and support to team members, fostering a collaborative and productive work environment.
Facilitate internal and external stakeholder operational meetings
Stay informed on industry trends and best practices to recommend improvements to existing programs.
Facilitate training and development for team members to enhance their skills and performance.
Build and maintain relationships with healthcare providers and their staff, manufacturers and stakeholders to promote program awareness and engagement.
Complete ongoing Program operational evaluations and assist with continuous process improvement initiatives.
Ensure the proper documentation, storage, and maintenance of Training Records, including PV Training, Initial Staff Training, annual retraining, and ad hoc training sessions, in accordance with program and compliance requirements.
Support the development and preparation of QBRs and YBRs to ensure accurate Program reporting and stakeholder visibility.
Coordinate and manage team schedules to ensure optimal resource allocation.
Perform ongoing performance management
Provide exceptional customer service and field patient escalations requests as required
May be required to occasionally fulfill day to day tasks of the team when required

QUALIFICATIONS:

2+ years of management experience.
2-3 years PSP experience is an asset.
Strong understanding of healthcare operations and patient needs.
People management experience, excellent leadership and team management skills.
Exceptional communication and interpersonal abilities.
Ability to work in a fast-paced environment with changing priorities and multiple demands
Proven analytical skills with the ability to interpret complex data and generate actionable insights.
Experience with KPI monitoring and performance reporting.
Proficient in Microsoft Office 365, Salesforce, and relevant software applications.

EDUCATION:

Completion of Post-Secondary School required

WORK ENVIRONMENT:

Office environment: a blend of sitting at a desk, standing, and working on a computer.
Hybrid Working Schedule

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Patient Support Program Manager

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