Program Director

• Lead centralized resources and support programs by providing ready-now resources to perform operational activities
• Lead centralized copay team to deliver on copay processing, process improvement and performing to KPIs
• Implement & oversee standardized Quality Control across all programs to monitor the delivery of standard operational practices and provide recommendation for enhancements
• Provides oversight and support for planning and operational implementation of changes within Programs
• Promote a quality mindset across Programs by working with Program Management to establish and deliver standardization for high quality services
• Continuous development of centralized program operation activities
• Work closely with Program management to review staffing capacity, quality processes and make recommendations for process improvement and efficient delivery of Patient Support Services
• Interface with Program Management, accounting, CSL, Innomar Pharmacy/Partners and client as it relates to Copay services Responsible for the maintenance of Innomar Program SOPs and standard process flows. Support Programs with the review and updates to Program specific SOPs and Work Instructions
• Establishes and monitors best practices to enable enhanced telephony performance, incl real time monitoring
• Enables Field Case Manager best practices and operational standard
• Participates in projects focused on operational activities for Specialty Services Programs
• Supports new program launches by providing SME program expertise
• Develops, mentors, and manages direct reports or other members of the programs team as applicable, assigning work and guiding to deliver value, while supporting development of knowledge and skills

EXPERIENCE AND EDUCATIONAL REQUIREMENTS

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year bachelors degree program or equivalent combination of experience and education; normally requires a minimum of seven (7) years of experience
• Knowledge of reimbursement, patient assistance programs, database elements and functionality; operational policies and processes
• Requires a minimum Seven (7) years of experience with at least 5 years in a progressive management role
• Dynamic leader who can energize multidiscipline work teams to learn and apply new skills and /or techniques to respond to the business needs
• Knowledge of full service call center programs
• Demonstrated change management leadership
• Lean-Sigma or other continuous improvement methodology experience is an asset
• Project and operational management expertise
• Ability to resolve associate issues effectively and efficiently
• Experience in pharmaceuticals/biotech industry is an asset

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS

• Strong Operational knowledge
• Exceptional project management skills with experience in organizing, planning and executing projects from vision through implementation
• Good Analytical, conceptual and problem solving skills with demonstrated track record in new concept development for various projects
• The ability to manage multiple tasks along a parallel process
• Strong Decision making capabilities
• Critical thinking skills, creative and innovative solutions to internal or external client needs
• Strong industry and company business knowledge
• Strategic thinker with long term planning experience
• Bilingualism (French and English) strongly preferred;
• The successful candidate will (requirement)/may (asset) have daily contacts with unilingual English-speaking customers, patients or peers from cross-functional teams.
• Possess strong interpersonal and leadership skills, be able to develop and grow talent
• Strong organization agility, be able to manage team through change and lead by example
• Ability to proficiently use computer and good knowledge of Microsoft Office
• Strong analytical and mathematical skills
• Strong business acumen competency