Clinical Associate Program Manager

Bayshore HealthCare; Ontario; On-site; CAD 75,000 - 95,000; Full time

Job summary

A leading healthcare company is seeking a Clinical Associate Program Manager to oversee patient support programs across Canada. The role involves managing team performance, ensuring quality standards, and facilitating recruitment and training. Ideal candidates will have a background in nursing and experience in pharmaceutical programs, along with strong project management and leadership skills.

Qualifications

• Graduate of a Registered Nursing or Practical Nursing Program with current registration.
• Experience in pharmaceutical programs is required.
• Strong skills in project management and leadership.

Responsibilities

• Manage, plan, and implement specific programs within a Patient Support Program.
• Educate team members and ensure performance standards are met.
• Conduct quality audits to ensure workflow accuracy.

Skills

Project Management

Performance Analytics

Client Management

Case Management

Leadership

Conflict Resolution

Strategic Thinking

Problem Solving

Communication

Education

Registered Nursing or Practical Nursing Program

Tools

Excel

Word

Outlook

Adobe Acrobat

CRM databases

Job description

Reporting to the Program Manager, the Clinical Associate Program Manager is responsible for managing, planning, and implementing specific programs within a Patient Support Program. Additional responsibilities include education and training of new team members, 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 the overall performance of the program and its services, such as patient coordination and medication management, is successful.
• Educate all team members on the program and ensure all performance standards are met or exceeded.
• Communicate regional operational occurrences related to the program to the Program Manager.
• Monitor workload measures to meet performance targets and recommend adjustments if necessary.
• Maintain KPI’s within performance expectations.
• Oversee hiring and orientation processes to support program needs.
• Facilitate recruitment, orientation, evaluation, and retention of staff.
• Recommend and assist in implementing operational changes.
• Collaborate with internal departments delivering program-related services.
• Conduct quality audits to ensure workflow accuracy and client-specific process adherence.
• Maintain the quality of clinical records and CRM data.
• Attend internal and external meetings with clients.
• Assist with billing and forecasting activities.
• Participate in annual staff evaluations.
• Co-lead weekly client meetings, including agenda setting, documenting minutes, and resolving issues.
• Organize and lead team meetings.
• Identify and report adverse events (AEs) to Health Canada, Med Info, and enter data into source and third-party systems.
• Ensure staff adherence to pharmacovigilance guidelines and reporting requirements.
• Assist with manufacturer audits as needed.
• Maintain program work instructions and SOPs.
• Serve as the point of escalation for team members.

QUALIFICATIONS

• Graduate of a Registered Nursing or Practical Nursing Program with current registration from an accredited Nursing school.
• Experience in pharmaceutical programs is required.
• Knowledge of Blood Bank processes is an asset.
• Progressive team management responsibilities.
• Contribute to program quality improvement initiatives.
• Strong skills in project management, performance analytics, client management, case management, and leadership.
• Excellent organizational, project management, and implementation skills.
• Proficiency in computer applications: Excel, Word, Outlook, Adobe Acrobat, CRM databases, web portals, teleconferencing, and web meetings.
• Ability to work independently, make sound judgments, and meet deadlines.
• Proven customer relationship and account management skills with direct client interaction.
• Positive attitude and motivation for conflict resolution.
• Strong strategic thinking and problem-solving abilities.
• Excellent written and verbal communication skills.
• Familiarity with PIPEDA and confidentiality in patient environments.