Infusion Experience Manager

Sentrex Health Solutions; Markham; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking healthcare provider dedicated to optimizing patient experiences in infusion services. As an Infusion Experience Manager, you'll create seamless pathways for patients, ensuring high-quality care through collaboration with infusion providers. This role emphasizes operational excellence, patient satisfaction, and continuous improvement in a supportive, inclusive environment. With a strong focus on employee development and a commitment to diversity, this is an exciting opportunity to make a meaningful impact in the healthcare sector. Be part of a dynamic team that values your contributions and fosters growth.

Benefits

Competitive Salary

Generous Vacation Entitlement

Wellness Program

Paid Sick Days

Comprehensive Benefits Package

Employee & Family Assistance Program

Qualifications

• Experience overseeing interdepartmental teams in a healthcare environment.
• Supervisory or management experience in a healthcare setting.

Responsibilities

• Foster relationships with infusion service providers nationally.
• Audit infusion clinics for operational and professional standards.
• Develop patient satisfaction programs and monitor performance.

Skills

Interdepartmental Team Management

Infusion Clinic Experience

Patient Support Programs

Microsoft Software Proficiency

Bilingualism (English and French)

Problem-solving Skills

Time Management Skills

Education

Bachelor's Degree

Job description

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Position Type: Full Time

Department: Patient Programs

Work Location: Canada

Work Arrangement: Hybrid

Work Hours: Standard Business Hours Monday to Friday

Travel Required: Travel to the Markham Office and Clinic locations within Ontario as necessary

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

Come and join our team! But first, let us tell you why we love working here:

• We are 100% Canadian with locations across the country
• State-of-the-art facilities to provide high-quality products and services
• The opportunity to be a part of a winning, high-performing team
• Collaborative, engaging workplace culture – we are passionate about our people!
• Flexible working environment that promotes a healthy work-life balance
• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year
• Quarterly virtual social events!
  
  
  

The Opportunity:

The Infusion Experience Manager (IEM) is responsible for creating optimized infusion experiences for patients and care partners. The focus of this role is to ensure that the patient's pathway to infusion is easy, meets patient and prescriber preferences and is managed entirely by the program. This role will remove barriers to infusion and operationalize a quality experience on behalf of the patient. The IEM will collaborate with infusion providers and clinics to ensure operational excellence and seamless delivery of quality infusion services. They will develop and implement patient-focused plans, processes and protocols and provide oversight for issue identification, resolution, and management.

A Day in the Life (What you will do here):

• Establish, foster and maintain relationships with Infusion service providers nationally
• Responsible for the auditing of infusion clinics physical, operational and professional standards to ensure safe and optimal patient care
• Act as a single point of contact for all infusion partners and respond to queries in a timely
• Collaborate with infusion providers to develop effective operational processes to ensure fluidity of operational effectiveness
• Facilitate compliance with patient support program protocols and procedures
• Engage with individual clinics to understand their needs for the safe administration of products and to ensure a seamless post-infusion reporting process
• Create clinic relationship management plans, including service commitment, issue management, and KPIs
• Responsible for the negotiation, initiation and ongoing management of all infusion partners' contracts, including but not limited to Master Service Agreements and Statements of Work
• Will schedule and facilitate regular touchpoints with all infusion providers to ensure continuous improvement and service excellence
• Analyze and respond to all patients and caregiver feedback in a timely manner
• Responsible for all billing-related inquiries from infusion providers
• Develop a patient satisfaction program including active measurements of patient satisfaction with infusion scheduling and infusion clinic experience
• Work cohesively with scheduling teams to ensure patient and program needs are met and issues are addressed in a collaborative, proactive manner
• Maintain communication between programs and facilitate meetings regarding operations and productivity
• Collaborate with all cross-functional partners to ensure cohesive operations across the organization
• Ensure vendor compliance with program protocols and procedures
• Monitor individual infusion clinic and infusion vendor performance through feedback, issue management, and ongoing discussions
• Ensure all vendors receive appropriate training and resources to infuse the product
• Additional duties as determined by your Manager
  
  
  

What you need to ensure you are set up for success:

• Qualified candidates must have experience overseeing interdepartmental teams in similar healthcare environment
• Infusion clinic experience will be considered a strong asset
• Minimum bachelor’s degree from an accredited college or school
• 1 year of supervisory or management experience in a healthcare setting or leadership experience with a multi-level team
• Proficiency with Microsoft software and ability to adapt to new systems
• Availability and willingness to travel up to 50% as per business needs; must possess a valid and current driver's license and auto insurance
• Experience in Patient Support Programs is considered an asset
• Bilingualism in English and French is strongly preferred
• Effective interpersonal and leadership skills
• Problem-solving, detail orientation, and time management skills
  
  
  

What makes you a great fit for this team:

• Your commitment to providing a high level of service to your internal and external clients.
• You are highly adaptable with a track record of success during times of growth and organizational change.
• You have a proven track record of developing trust and influence at multiple levels.
• You demonstrate an impactful and candid communication style.
• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.
  
  
  

Why join Sentrex?

We value our employees! Our permanent full-time employees are provided with a:

• Competitive Salary and generous vacation entitlement
• Wellness Program (5 paid days off for your well-being!)
• Paid Sick Days
• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
• Employee & Family Assistance Program
  
  
  

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.

We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!

Accommodations can be made available upon request for those candidates taking part in the selection process.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Hospitals and Health Care

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