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Associate Program Manager
Sentrex Health Solutions
- Markham, Ontario, Canada
- Markham, Ontario, Canada
About
Department: Patient Programs
Work Location: Canada - Ontario/Quebec preferred
Work Arrangement: Remote
Work Hours: Monday to Friday - Standard Business Hours (EST)
Travel Required: No
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:
Reporting to the Operations Manager, the Associate Program Manager (APM) supports the operational execution, quality oversight, and day-to-day coordination of Patient Support Program (PSP) activities. This role ensures a professional, service-oriented environment by providing guidance, managing client expectations, and focusing on overall Program operational excellence.
The APM is responsible for leading and providing oversight to a team of Program Coordinators, offering direction, performance management, coaching, and operational support to ensure team effectiveness and accountability. The APM works collaboratively with cross-functional teams, to ensure PSP deliverables are met, workflows are optimized, and consistent, high-quality patient and provider experience is achieved. The APM must be well versed in PSP service offerings, organizational procedures, reporting, people leadership, and relationship building.
A Day in the Life (What you will do here):
Adhere to Sentrex Policies and Procedures.
Support the Operations Manager and Program Manager, including, but not limited to, reporting, client follow-ups, support materials, internal/external complaints, and program service offerings.
Support implementation of new processes, program enhancements and operational improvements.
Prepare and analyze business reports and metrics, providing insights that contribute to continuous improvement initiatives.
Compile, analyze, and present program performance metrics, operational reports, and client requested data.
Foster a positive, collaborative team culture focused on service excellence and operational efficiency.
Participate in and lead internal PSP meetings and external client discussions as required, ensuring preparation of all necessary documentation, follow-ups, and action items ups, and action items.
Lead and provide oversight to a team of Program Coordinators, ensuring consistent performance, coaching, development, and overall operational excellence.
Set clear performance expectations and development plans for Program Supervisors.
Foster a positive, inclusive, and service-oriented team culture.
Ensure adherence to program SOPs, compliance standards, and quality requirements.
Coach and collaborate with all internal and external colleagues that deliver program-related services to ensure optimal execution and deliver against operational KPIs.
Collaborate with the Program Manager and client stakeholders to ensure program expectations are met and opportunities for service enhancements are identified.
Identify barriers to service delivery and contribute to solutions aligned with program goals.
Assist in quality assurance reviews, audit preparations, and continuous improvement initiatives.
Participate in program design and development activities (i.e., development of primary and secondary documentation flows and charts).
Support special projects, program transitions, and new service offerings.
Must be able to identify and report adverse events to Health Canada, Med Info and enter source system and third-party systems as per training on updated Pharmacovigilance requirements.
Additional duties as determined by your Program Manager.
What you need to ensure you are set up for success:
University degree in applicable field.
3-5 years of experience in PSP.
Strong leadership and team development skills, with experience managing leaders.
Demonstrated expertise in reimbursement, patient assistance programs, database elements, functionality and operational policies and processes.
Understanding of the direction of technology, trends and strategic business impact on key clients.
Knowledge of full-service call center programs.
Strong customer/client management background.
Exceptional project management skills with experience in organizing, planning and executing projects from vision through to implementation.
Strong analytical, conceptual, and problem-solving skills with a demonstrated track record of new concept development for various projects.
Critical thinking skills, strong ability to solve problems and innovate with creative solutions for internal or external stakeholders.
Strong interpersonal and leadership skills; ability to develop and grow talent.
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
RRSP Matching 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.
Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process.
Languages
- English
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