Oversees associates to ensure their ability to handle calls and provide appropriate customer service
Monitors the performance of staff members to assess training needs and requirements
Provides input for scheduling in order to provide adequate staffing
Assists with quality assurance and quality improvement initiatives
Project management including reimbursement programs, compliance and education based programs, clinical patient support programs
Design and development of 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

Minimum University Degree in Business Administration, Science or equivalent experience
Minimum of 3 years' experience in the pharmaceutical/biotech or healthcare-related industries
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
Strong client management experience an asset

Program Manager

Key skills