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
Makes recommendations to management for required changes
Assists with quality assurance and quality improvement initiatives
Makes recommendations for changes in operations and assists in the execution of these changes
Project management including reimbursement programs, compliance and education-based programs and clinical patient support programs
Implement assigned call centre projects
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
Science / healthcare background an asset
Minimum of 3 years' experience in the pharmaceutical/biotech or healthcare-related industries
Strong client management experience an asset
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
Advanced knowledge of pharmaceutical distribution industry
Working knowledge of automated warehouse operating system
Strong business and financial acumen
Strong analytical and mathematical skills
Ability to communicate effectively both orally and in writing
Effective interpersonal and leadership skills
Effective organizational skills; attention to detail
Ability to consistently meet deadlines
Excellent problem-solving skills; ability to resolve issues effectively and efficiently
Excellent presentation skills
Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs

Program Manager

Key skills