Operations Manager

Position Type: Full-time

Department: Clinic Solutions

Work Location: Remote

Work Hours: Standard Business Hours

Travel Required: 10% - 20%

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
  
  
  

The Opportunity:

Sentrex is a leading healthcare provider dedicated to delivering comprehensive and compassionate care to our patients. The role is critical to providing operational excellence through quality standards to support a seamless, positive, end-to-end patient journey. As the Operations Manager for a strategic clinic services program, you will be responsible for ensuring a professional and service-oriented work environment.

The Operations Manager is responsible for coordinating clinic onboarding, clinic launches, and developing and ensuring operational efficiencies. The candidate for this role must be well versed in performance analytics, client management, case management, organizational procedures, reporting, relationship building and people management.

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

People Leadership

• Directly oversee a shared services team of health care managers, administration staff, and case management/reimbursement teams.
• Assist with recruitment, onboarding, program personnel training/development, and performance management.
• Identify and collaboratively partner with other stakeholders to remove barriers that hinder your teams performance and enable the delivery of exceptional patient care and customer service.
• Provide leadership and coaching to team members to ensure processes are established and followed consistently, data is collected and reported and established KPI’s are achieved.
• Participate in recruitment, onboarding, training/development, and performance management.
• Monitor the performance of staff members to assess training needs and requirements.
  
  
  

Operations Management

• Contribute to the overall performance of the program and its respective services; reimbursement, patient coordination, and medication management.
• Create, utilize, and continuously evaluate processes and systems that best meet clinic/physician requirements for service, patient safety, contractual obligations, and operational standards.
• Ensure all clinic processes are streamlined, effective and well documented and understood by the operations team.
• Implement strategies that optimize efficiency and effectiveness for the program to improve patient and clinic experience.
• Assist with quality assurance and quality improvement initiatives, oversee the completion of all required deviation and CAPA activities.
• Define insightful business reports/metrics and affect continual operational improvement and client satisfaction.
• Build and maintain a resource model that clearly identifies needs and resourcing requirements with a focus on profitability and long-term sustainability
• Manage and participate in onboarding and launching new clinics with the cross functional team.
• Manage and participate in the project technical set up (i.e., telephony, data collection tools and processes, reports, and project reporting requirements).
• Foster a positive, collaborative work environment that encourages teamwork and professional growth
• Assess team training needs, develop training programs and establish appropriate training plans that support continued disease area knowledge and clinical skills
• Collaborate with cross functional teams (i.e., Therapeutic Area Leads, EPMO, Pharmacy, Provider Solutions, Finance, Client Solutions & HR.) to ensure consistent alignment to organizational strategies and business objectives.
• Participate and manage the annual budget for the program, including forecasting expenses and revenue, and ensuring alignment with program budget.
• Work closely with finance and accounting teams to track expenses, reconcile accounts, and prepare financial back up reports
  
  
  

Customer Experience

• Collaborate with therapeutic leads to identify, address, and resolve any onboarding or operational issues, and develop new strategies to create efficiencies and
• Implement strategies and tactics to help clinics/physicians achieve their objectives and deliver exceptional customer service to our clients.
  
  
  

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

• Dynamic leader who can energize multi-disciplinary work teams to learn and apply new skills and/or techniques that respond to business needs
• Bachelor’s degree in relevant field - healthcare field is preferable
• 3 years of pharmaceutical industry experience with significant experience in the Dermatology therapeutic areas is preferred.
• Previous Patient Support Program Management experience preferred.
• Familiarity with reimbursement/case management across provincial, federal and private sectors.
• Strong operations experience required with a proven track record of success managing multiple priorities.
• Proactive risk management with ability to propose solutions and deliver appropriate mitigation plan.
• Travel will be required for this role and it is estimated you would spend approximately 10-20% of your time in the field. Most of the travel will be within Ontario, Alberta, Atlantic Canada and British Columbia
  
  
  

Four (4) behavioral competencies are essential for the Operations Manager to effectively manage the team, deliver exceptional patient care, and contribute to the overall success of the business. Successful candidates must demonstrate the following competencies

• Critical Thinking:
• Ability to critically evaluate complex clinical situations, identify patterns, and develop effective solutions. Demonstrates sound judgment in decision-making and problem-solving.
• Embraces new ideas and approaches to improve patient care and clinic operations. Encourages creativity and innovation within the team.
• Understands the broader context of Neurology care and aligns nursing practices with the organization’s goals and objectives. Anticipates future trends and prepares for potential challenges.
• Driven to Succeed:
• Demonstrates a strong commitment to achieving high standards of patient care and operational efficiency. Sets clear goals and consistently meets or exceeds performance expectations.
• Takes ownership of responsibilities and holds self and team accountable for actions and outcomes. Maintains a high level of integrity and professionalism.
• Actively seeks opportunities for personal and professional development. Encourages a culture of learning and improvement within the team.
• Compassionate, motivational Leadership:
• Motivates and inspires team members to perform at their best. Communicates a clear vision and direction, fostering a sense of purpose and commitment.
• Empowers team members by delegating responsibilities appropriately and providing the necessary resources and support. Encourages autonomy and confidence in decision-making.
• Demonstrates resilience and adaptability in the face of challenges and change. Maintains composure under pressure and leads the team through difficult situations with a positive attitude.
• Collaborative Team Member:
• Promotes a collaborative and inclusive work environment. Builds strong, effective relationships with team members, other healthcare professionals, and stakeholders.
• Communicates clearly and effectively, both verbally and in writing. Actively listens to others, ensures mutual understanding, and fosters open and honest dialogue.
  
  
  

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
• RRSP Matching Program
• 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.