Clinical Associate Program Manager

Bayshore HealthCare; Ontario; On-site; CAD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Clinical Associate Program Manager to oversee the management and implementation of programs within a Patient Support Program. This role involves training new team members, enhancing processes, and ensuring that performance standards are met across Canada. The ideal candidate will possess strong project management and client management skills, with a focus on team performance and quality assurance. This is a fantastic opportunity to make a significant impact in a supportive environment, where your contributions will directly influence the success of patient care initiatives.

Qualifications

• Graduate of Registered Nursing or Practical Nursing Program with current registration.
• Strong project management and client management skills required.

Responsibilities

• Manage and implement programs within the Patient Support Program.
• Ensure team performance meets or exceeds KPI targets.
• Conduct quality audits and maintain clinical records.

Skills

Team Management

Project Management

Performance Analytics

Client Management

Problem-Solving

Communication Skills

Organizational Skills

Bilingual (FR/EN)

Customer Relationship Management

Education

Registered Nursing Program

Registered Practical Nursing Program

Tools

Excel

Word

Outlook

Adobe Acrobat

CRM Database

Job description

JOB SUMMARY

Reporting to the Program Manager, the Clinical Associate Program Manager is responsible for undertaking the management, planning, and implementation of specific programs/portfolio within a Patient Support Program. Additional responsibilities include education and training of new teammembers, process development and improvement across Canada, and ensuring team performance by reviewing weekly and monthly KPI targets. Acts as the main contact for all escalations on the team and provides timely resolutions and responses to operational inquiries.

DUTIES AND RESPONSIBILITIES
• Ensure that the overall performance of the program and its respective services: patient coordination, medication management, etc. is operating successfully.
• Ensure all team members are educated on the program, and all performance standards for the team are met or exceeded.
• Ensure all regional operational occurrences associated with the program are communicated to the Program Manager.
• Ensure workload measures meet performance targets and recommend changes if they do not meet targets.
• Ensure KPI’s are within performance expectations.
• Ensure hiring and orientation processes are sufficient to support program needs.
• Facilitates recruitment, orientation, evaluation and retention of staff.
• Make recommendations for changes in operations and assist in the execution of these changes.
• Collaborate with all internal departments who deliver program related services.
• Conducts Quality Audits to assure accuracy of workflows and client-specific processes.
• Ensure quality of clinical records and CRM are maintained.
• Attends internal and external meetings with the client.
• Assistance with billing and forecasting.
• Ensure hiring and orientation processes are sufficient to support program needs.
• Complete and/or assistance in annual evaluations.
• Assist and co-lead weekly client meetings (agenda, meeting minutes, resolutions)
• Helps organize and lead team meetings.
• Must be able to identify and report AE’s to health Canada, Med Info and enter intosource system and third party systems.
• Responsible for ensuring staff follow Pharmacovigilance guidelines and reporting requirements.
• Responsible for assisting in manufacturer audits as needed.
• Helps with the upkeep of program work instructions and SOPs.
• Point of escalation for team members

QUALIFICATIONS
• Graduate of Registered Nursing Program or Registered Practical Nursing Program holding current registration from an accredited School of Nursing.
• Bilingual FR/EN preferred.
• Pharmaceutical program experience is required.
o Vast knowledge of Blood Bank processes is an asset.
• Progressive responsibilities in team management required.
• Assists with program quality improvement initiatives.
• Strong combination of project management, performance analytics, client management, casemanagement and people skills.
• Strong organizational and project management skills with implementation.
• Strong computer and software skills: Excel, Word, Outlook, Adobe Acrobat, CRM database entry,web portals, teleconferences, web-based meetings.
• Ease with working independently and making decisions using sound judgment, and meeting deadlines.
• Proven customer relationship and/or account management skills with direct client interaction.
• Positive attitude and motivational drive for conflict and resolution.
• Strong strategic thinking and problem-solving skills.
• Excellent written and verbal communication skills.
• Familiarity with PIPEDA and how it applies in a confidential patient environment.
• Travelling may be required.