Senior Manager, Patient Support Services

at  Bayshore HealthCare

The Senior Manager, under the direction of Associate Director – Patient Support Services, oversees, at an operational and strategic level, a group of Program Managers. The Senior Manager, in keeping with the organizational structure of the Patient Support Services division, assumes overall responsibility for specific operations relating to their programs along with the Program Manager/Associate Program Manager, the implementation of contractual agreements specific to the delivery of client service on a specific drug therapy and/or other related projects.

Job Qualification

• Graduate of Registered Nursing Program or of any other Registered Health Care field holding current registration from an accredited School. OR Business graduate discipline in a field (College diploma, Undergraduate, Graduate
• At least five years of progressive management responsibilities with recent experience in pharmaceutical program management
• Excellent communication in English and Canadian French is an asset
• Demonstrated ability to interpret and integrate policies and procedures
• Solid track record in conducting adult education initiatives and proven track record as a program project manager
• Demonstrates time management skills as well as an ability to evaluate urgent situations and make appropriate decisions
• Excellent communicator
• Valid driver’s license and willingness to undertake out-of-town travel as required
• Working knowledge of French language is an asset
• Knowledge of the principles, practices, and methods of business development
• Operations and service delivery
• Financial management and control
• Program development, implementation, and evaluation
• Human resources practice

• Supports the procurement, implementation, launch and development of revenue generating programs.
• Supports Associate Director to successfully negotiate, execute, statements of work, service level agreements, and contract amendments.
• Leads program communication updates (including competitive intelligence and strategic insight) on an ongoing basis with Bayshore management team, Area Directors, consultants, and program staff.
• Develops recommendations for program improvements based on best practice and knowledge of the pharmaceutical industry and leads implementation with the Program Manager
• Develops cases and proposals that deliver prompt, cost effective, safe solutions to the client and Bayshore.
• Serves as a primary point of contact for internal stakeholders and partners to address and ensure resolution of issues in a timely manner.
• Leads strategic projects as assigned.
• Maintains confidentiality of client and corporate information at all times.

Operations:

• Demonstrate strong leadership and delegate effectively to meet organizational and program objectives
• Provide strong leadership and strategic direction to the internal team in developing and implementing programs
• Identify opportunities to optimize operational efficiency and lead process improvement strategies in collaboration with Program Manager (PM) and/or Associate Program Manager (APM)
• Help support and facilitate strategic planning for future endeavors
• Provides clear objectives and holds the program management team accountable for meeting collective goals
• Oversee/manage partner vendor contracts and related billing in collaboration with the PM
• Ensures that PM/APM is accurately capturing monthly program billing items
• Assists to manage budgets, forecasts and analyze variances
• Ensures PM/APM are conducting Quality Assurance activities: chart audits, call audits, Adverse Event reporting
• Ensures contractual obligation of reporting of Adverse Events is within expected timeframe
• Collaborate with the PM/APM in Development and/or revision of policies and procedures
• Guides and monitors technological updates and CRM upgrades in collaboration with the PM/APM
• Must be able to identify and report AEs to health Canada, Med Info and enter into source system and third party systems

Human Resources:

• Coordinates recruitment, orientation, training, disciplinary perform reviews, coaching , workload planning, retention initiatives and retention initiatives with human resources
• Assists to recruit and hire program management team (PM / APM) and other roles as needed
• Lead, coach, and mentor PM/APM; managing their performance towards meeting organizational, program, team, and individual objectives
• Manages program specific employees to ensure the delivery of high quality care and adhere to government, company, and ISO 9001-2000 standards
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident reports for all direct reports who injure themselves on the job, within 24 hours of the incident
• Leads or assist with the implementation of Modified Work Programs for employees
• Develop and delivers employee training: Including, but not limited to clinical and reimbursement programs
• Complete other tasks as requested

Job Qualification

• Graduate of Registered Nursing Program or of any other Registered Health Care field holding current registration from an accredited School. OR Business graduate discipline in a field (College diploma, Undergraduate, Graduate
• At least five years of progressive management responsibilities with recent experience in pharmaceutical program management
• Excellent communication in English and Canadian French is an asset
• Demonstrated ability to interpret and integrate policies and procedures
• Solid track record in conducting adult education initiatives and proven track record as a program project manager
• Demonstrates time management skills as well as an ability to evaluate urgent situations and make appropriate decisions
• Excellent communicator
• Valid driver’s license and willingness to undertake out-of-town travel as required
• Working knowledge of French language is an asset
• Knowledge of the principles, practices, and methods of business development
• Operations and service delivery
• Financial management and control
• Program development, implementation, and evaluation
• Human resources practices

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc. Please speak with the recruiter for Provincial and/or position specific requirements. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.
“At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing.”
Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.