Program Manager

at  Specialty Health Network Inc

Referred applicants must not apply directly to this role. All referred applicants must use their unique referral link generated when they are referred by an existing colleague.

Accountabilities

• Responsible to manage the operational team to ensure all operational Service Level Agreement

Job Qualifications

• 5+ years in a Supervisory/Management role
• 3+ years’ experience in a contact center leading a team (reimbursement and/or program managemen

WHY THIS ROLE IS IMPORTANT?

Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong
entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment! We offer
competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension
plans, Employee share ownership plan, professional training and development and many more perks!
Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada – making your career
opportunities within our larger organization endless!
Shoppers Drug Mart Specialty Health Network supports our retail stores to provide the best patient care to
patients who require specialty drugs. We provide patient support programs for specialty drug therapies, providing
physicians with resources to manage their patients, facilitating reimbursement, and enhancing patient compliance.
We deliver superior customer service to patients, healthcare providers and pharmaceutical manufacturers to
improve healthcare outcomes for all stakeholders.
You will oversee the planning, implementation, execution and tracking of program deliverables and projects and
ensure the program team successfully delivers the desired result on time and with the most efficient resources.
The Program Manager will lead the organization and execution of both internal and external program deliverables
including various project initiatives. Leadership of key client projects will be in partnership with a Senior Program
Manager.

Accountabilities

• Responsible to manage the operational team to ensure all operational Service Level Agreements

(SLAs) and KPIs for the client and department are achieved

• Oversee operational process and workflow to ensure patient, scheduling, and coordination of

prescription to SDM stores are aligned with business objectives and client & patient satisfaction

• Provide a consistent, effective operating structure for program teams
• Responsible for program insights, KPIs and strategies (eg, Rx Retention)
• In partnership with Senior Program Manager, manage communication with clients
• Leadership of stakeholders to ensure understanding and ownership of deliverables
• Organize internal and external resources
• Identify risks and communicate appropriately with senior management to develop risk mitigation

plan

• Ensure business decisions are made in consultation with appropriate representation from all

impacted functional areas

• Facilitate meetings to keep team members engaged, motivated, and on task
• Provide a collaborative environment for issues to be discussed and resolved effectively and

appropriately, and with buy-in from all stakeholders

• Manage the effective utilization of resources assigned to the program team, and proactively

communicate resource capacity and shortages

• Develop and maintain relationships with clients and stakeholders
• Support Senior Program Manager with various internal and external deliverables including

support in facilitating team training and program enhancements

• Responsible to oversee and support the team to be a patient advocate, exploring all options for

funding of medications, determine coverage details, advise on initiating appeals and managing

reimbursement escalations to facilitate a successful outcome of the reimbursement process.

• Responsible to drive a culture of excellence and continuous improvement
• Coaching and team performance, and monitoring calls for quality assurance
• Understands the molecule(s) in full detail
• Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as

possible upon becoming aware of the event as per current policies and procedures.

Job Qualifications

• 5+ years in a Supervisory/Management role
• 3+ years’ experience in a contact center leading a team (reimbursement and/or program management

preferred)

• Proven experience developing and coaching a team
• Patient Support Program experience
• Demonstrated leadership and engagement capabilities
• Outstanding organizational and time management skills
• Excellence in assessment, communication, critical thinking & decision making
• Ability to effectively communicate across multiple levels of the organization
• Computer skills, including MS Project and Visio
• Client-facing experience
• University degree or equivalent industry-related experienc

TYPE OF ROLE:

Regular
Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.