Gestionnaire de programme associé , Services aux patients – Télétravail/
$50,500–$84,100 year
HybridHalifax, Nova Scotia, Canada
Job Summary
Conduct case worker duties as required, including placing and receiving program-related calls to support workload coverage, manage sensitive or escalated situations, and maintain current knowledge of program operations. Perform clinical service audits for pharmacies to monitor Key Performance Indicators (KPIs) and ensure compliance with program and client requirements. Act as the primary point of escalation for pharmacy billing inquiries related to clinical services, ensuring timely resolution and stakeholder satisfaction. Oversee program reporting, analysis, and insight delivery, identifying trends, risks, and opportunities to improve service performance and operational efficiency. Supervise, coach, and evaluate case worker performance, including establishing goals and completing mid-year and annual performance reviews. Provide regular feedback to the Manager on quality, operational, technical, and process-related issues affecting programs, teams, or individuals, and recommend corrective actions or follow-up activities. Based on forecasted demand, oversee staff scheduling and resource allocation to ensure efficient delivery of services during operational hours (8:00 a.m. – 8:00 p.m. EST, Monday to Friday).
Required Qualifications
- University degree preferred (healthcare, life sciences, or related field) or equivalent experience
- Bilingualism (English/French) preferred
- Supervisory or management experience within a contact centre and/or pharmaceutical environment preferred
- Experience within Patient Support Programs and reimbursement navigation preferred
- Demonstrated success working in fast-paced environments with fluctuating service demand
- Experience with workforce scheduling and resource planning principles
- Strong technical aptitude with contact centre technologies, including IVR functionality, call monitoring tools, and performance reporting
- Excellent written and verbal communication skills with the ability to influence internal and external stakeholders
- Strong interpersonal and relationship-building skills across all organizational levels
- Professional leadership presence and ability to serve as a role model
- Analytical thinking and creative problem-solving abilities
- Ability to receive feedback constructively and adapt leadership approach accordingly
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