Manager, Program Excellence

🔥 1 hour ago

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BioScript Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

📦 Logistics

🏥 Healthcare

💊 Pharmaceuticals

Logistics • Healthcare • Pharmaceuticals

BioScript Solutions is a Canadian specialty pharmacy and specialty-care services provider that helps patients with chronic and complex conditions access specialty drug therapies. The company operates infusion clinics and pharmacies, runs patient support programs, and offers wholesale pharmaceutical distribution and third-party logistics to manufacturers, payors and healthcare practitioners across Canada. BioScript focuses on patient-centred care, medication delivery and care coordination to improve health outcomes and simplify access to specialty treatments.

📋 Description

• Oversee the Advanced Resource Team, and engage and lead a team of Senior Reimbursement Specialists, Reimbursement Specialists, Administrative Assistants, and other key support roles for patient support programs • Oversight of NavieGo’s Patient Interaction Excellence program and leadership of a team of Patient Interaction Coordinators • Define requirements and implementation of best practices for all patient interactions, including management of performance trackers, scorecards, and feedback sharing sessions • Work in collaboration with Insight Analyst to complete data analysis, trends, and insights to guide recommendations and drive continuous improvement in Program Resourcing and Patient Interactions • Monitor the performance of direct reports to assess training needs; provide coaching and mentoring to direct reports based on feedback gathered from program managers and performance KPIs • Ensure the team and priorities are aligned with NavieGo’s strategic direction • Demonstrate a solid knowledge of public, private, and federal funding mechanisms • Support the execution of program launches / transitions / data migrations / integrations and special projects as needed • Work closely with Program Managers to backfill specific roles within each program • Manage the onboarding and offboarding process for new and existing team members to ensure team members are adequately trained to backfill program resource requirements • Support the development and implementation of quality operational initiatives and corrective action reviews • Effectively communicate and promote the services of the Advanced Resource through newsletters, presentations, and regular team updates

🎯 Requirements

• Post-secondary education or equivalent work experience in a related field • Experience within the customer support industry or in a contact center environment • Experience in a Patient Support Program operations setting is considered an asset • Knowledge of pharmaceutical industry is an asset • Knowledge of the Canadian national reimbursement landscape is an asset • Ability to lead, engage, coach, and mentor a team • Ability to work with ambiguity • Ability to work independently and in a team environment • Communicate verbally, with clarity in one on one and group situations • Proven ability to organize time, set priorities, and multi-task to meet various competing deadlines • Strong critical thinking and innovative solutions mindset • Strong analytical and problem-solving skills • Strong proficiency in Microsoft Office, Data Analytics tools and/or Excel, CRM experience / mastery

🏖️ Benefits

• Competitive salary • Incentive program • Comprehensive benefits package • Growth Opportunities • Professional development