Gestionnaire du soutien du programme - Program Support Manager

The Program Support (PSM) that is referred to as Program Manager/Nurse Case Manager (PM/NCM).

In addition to the program manager responsibilities listed within the duties and responsibilities, the PM/NCM will also be the point of contact offering support to physicians and medical case management services to patients.

Assist physicians with the completion of all program specific paperwork and follow-up on submissions pertaining to obtaining drug access through various means to ensure patients have access to their prescribed treatments in a timely manner.

Act as a resource to physicians who are prescribing this medication and continuous support for patients for complete case management in relation to the program.

• Collaborates with partnering pharmaceutical company to ensure performance expectations are met and maintained.
• Maintains a patient centric approach to all decisions and activities related to their assigned Patient Support Program.
• Maintain team training matrix, HR files and other required documentations for audit up to date
• Works closely with internal and external stakeholders to ensure ongoing alignment and operations are meeting program requirements
• Communicates program updates (including competitive intelligence and strategic insight) on an ongoing basis with Bayshore management team.
• Takes a quality improvement approach when reviewing operations and delivering patient care.
• Always maintains confidentiality of pharmaceutical partner and corporate information.
• Develops business cases that deliver prompt, cost effective, creative solutions to the pharmaceutical partner and Bayshore.
• Utilizes data modeling and analytical techniques to identify efficiencies and areas of opportunity and improvement.
• Is responsible for understanding, implementing, and monitoring of all data reporting assigned to the program and submitted to internal and external stakeholders for review.
• Responsible for data integrity and accurate data collection by program staff
• Uses exceptional negotiation and customer service skills to cultivate long term partnerships in an ethical, transparent manner.
• Prepares and presents Quarterly Business Reviews (as contractually required) to both internal and external stakeholders.
• Supports the procurement, implementation, launch and development of revenue generating programs.
• Serves as primary point of contact for internal and external partners, to address and resolve any program specific inquires.
• Is financially responsible for the program P&L and works with senior management and finance to ensure the program is in a positive financial position.
• Consistently and proactively stays abreast of industry changes and shares strategic market insight with pharmaceutical partners.
• Demonstrates strong presentation skills and has public speaking ability to present complex data to customer groups during quarterly business meetings and for all ad hoc requests
• Complete other tasks as requested. Operations:
• Develops and maintains specific program protocols, supporting documents, policies and procedures, including but not limited to scripting, SOP’s, Work Instructions and process flows in collaboration with pharmaceutical partner(s) if applicable
• Actively participates in the reporting of incidents or occurrences through the Quality Management System (QMR).
• Has a solid understanding of accounts payable and accounts receivable methodology.
• In conjunction with the Pharmacovigilance Department, assures collection, processing and reporting of Adverse Events within contractual KPI’s and pharmacovigilance requirements.
• Ensure timely and compliant reporting of Adverse Events (AEs) and Product Quality Complaints (PQCs) in accordance with Health Canada pharmacovigilance requirements and guidelines, including accurate documentation,appropriate escalation, and effective collaboration with internal stakeholders and regulatory teams
• Have strong project management skills and the ability to manage day to day operations, while assuming responsibility for several projects simultaneously.
• Must be able to identify and report AE’s to health Canada, Med Info and enter into source system and third party systems.
• Assists in the development and/or revision of policies and procedures.
• Performs and supports regular program audits and quality assurance reviews to ensure KPI’s and pharmaceutical partner expectations are met, including call and chart audits as required
• Complete other tasks as requested. Human Resources:
• Liaises with HR and Senior Management to coordinate recruitment, orientation, coaching, workload planning, and retention initiatives.
• Directly manages program specific employees to ensure the delivery of high quality care and adherence to program, government, company and ISO 9001-2000 standards.
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify HR 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.

• Diplômé(e) d’un Programme d’infirmier(ère) autorisé(e) ou d’un Programme d’infirmier(ère) auxiliaire autorisé(e)/immatriculé(e), titulaire d’une autorisation d’exercer en vigueur délivrée par un organisme provincial de réglementation au Canada. EXPÉRIENCE
• Au moins trois (3) ans d’expérience dans la gestion de programmes de soutien aux patient(e)s ou une expérience récente en gestion dans le secteur de la santé ou l’industrie pharmaceutique.
• Inscrit(e) et en règle auprès de l’organisme provincial de réglementation.
• Compétences démontrées en gestion du temps, et capacité à évaluer des situations urgentes et à prendre des décisions opérationnelles appropriées.
• Excellentes compétences en communication orale et écrite, permettant des interactions efficaces avec divers publics.
• Volonté avérée à effectuer des déplacements selon les besoins de l’entreprise.
• Maîtrise de la communication orale et écrite et des compétences interpersonnelles en anglais et en français (pour les provinces/régions ayant des exigences de service en français).
• Connaissance des principes, pratiques et méthodes de gestion des comptes; des opérations et de la prestation de services; de la gestion et du contrôle financiers; de l’élaboration, de la mise en œuvre et de l’évaluation de programmes; des pratiques en matière de ressources humaines.
• Aptitude à travailler dans un environnement de travail calme avec une capacité avérée à travailler de manière autonome au sein d’une équipe dans un environnement de télétravail/virtuel.
• Accès Internet haute vitesse établi au bureau à domicile Chez Soins de santé Bayshore, notre engagement en faveur de l’équité, de la diversité et de l’inclusion est notre force. C’est ainsi que nous concrétisons notre vision : améliorer la vie des personnes dont nous prenons soin, de celles avec lesquelles nous travaillons, et changer la donne au sein de nos communautés. Nous sommes très fier(ère)s de créer une culture d’appartenance, où les différences individuelles sont appréciées et valorisées, grâce à des programmes, des ressources et des politiques qui soutiennent les aspirations, le potentiel et le bien-être de chacun(e). Chez Soins de santé Bayshore ltée et ses filiales, nous nous engageons à favoriser un environnement de travail inclusif et à agir en conformité totale avec l’ensemble des lois provinciales et territoriales relatives aux codes des droits de la personne et aux exigences en matière d’accessibilité. Pour assurer une conformité continue tout au long du processus de recrutement et de sélection, nous encourageons les candidat(e)s à signaler les accommodements dont ils (elles) pourraient avoir besoin.

• Graduate of registered Nursing Program or registered practical nursing program holding current registration from a provincial licensing body in Canada.

• At least three (3) years of management of Patient Support Program experience or recent management experience in the healthcare or pharmaceutical industry.
• Registered and in good standing with their provincial regulatory body.
• Demonstrated ability to interpret and integrate policies and procedures; solid track record in conducting education initiatives
• Demonstrates time management skills, as well as an ability to evaluate urgent situations and make appropriate business decisions.
• Exemplary verbal and written communication abilities, facilitating effective interactions across diverse audiences
• Demonstrated willingness to travel as per business requirements
• Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements)
• Knowledge of the principles, practices and methods of account management; operations and service delivery; financial management and control; program development, implementation and evaluation; human resources practices.
• Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment
• Established high speed internet access from home office 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 individual's purpose, potential and wellbeing. At Bayshore Healthcare Ltd., and its subsidiaries, we are committed to fostering an inclusive workplace and operate in full compliance with all Provincial and Territorial legislation pertaining to Human Rights Codes and Accessibility requirements. To ensure continued compliance throughout the recruitment and selection process, we encourage candidates to disclose any accommodation needs they may have.