[Hiring] Manager, Clinical Operations and Patient Experience @Sentrex Health Solutions

Role Description

The Manager, Clinical Operations and Patient Experience plays a critical role in shaping and delivering an exceptional treatment journey for patients, prescribers, and clinical partners. This role is designed to ensure that every patient’s treatment journey is seamless, patient-centered, and fully supported by the Patient Support Program (PSP).

• Foster and maintain strong, collaborative relationships with Patient Support Program (PSP) teams.
• Serve as the primary point of contact for all PSP-related infusion inquiries and escalations, ensuring timely and effective responses.
• Partner with Patient Support Programs to develop and optimize operational processes that support efficiency and continuity of service.
• Design, implement, and maintain comprehensive training materials, documentation, tools, and procedures to support seamless collaboration between PSP teams and clinical service providers.
• Establish, monitor, and report on PSP key performance indicators (KPIs) to evaluate program performance and ensure data integrity across clinical partnerships.
• Collaborate with Program Managers and actively participate in pharmaceutical client meetings to align strategies and strengthen stakeholder relationships.
• Ensure adherence to patient support program protocols, procedures, and compliance requirements.
• Engage with PSPs and manufacturers to understand product-specific requirements for safe administration and ensure accurate and timely post-infusion reporting.
• Schedule and facilitate regular touchpoints and training sessions with PSP leaders to promote continuous improvement and service excellence.
• Analyze and respond to patient and caregiver feedback in a timely manner, escalating issues to the Manager, Clinical Services and Partnerships for appropriate follow-up with infusion providers.
• Partner closely with scheduling teams to ensure patient and program needs are met, addressing challenges in a proactive and collaborative manner.
• Maintain clear and consistent communication between programs, facilitating meetings focused on operational performance and productivity.
• Collaborate with cross-functional partners to ensure cohesive and aligned operations across the organization.
• Ensure vendor compliance with established program protocols, procedures, and service standards.
• Partner with the Manager of Clinic Partnerships to enhance program, patient, and prescriber experiences by sharing feedback, identifying trends, and communicating operational challenges and opportunities.
• Perform additional duties as assigned by management.

Qualifications

• Demonstrated experience working within interdepartmental teams within a comparable healthcare environment.
• Required experience working at manager level or above for Patient Support Programs.
• Experience working within a Patient Support Program supporting operations and infusible therapies is considered an asset.
• Bachelor’s degree from an accredited college or university is preferred.
• Registered Nurse (RN) or Registered Practical Nurse (RPN) with infusion experience considered an asset preferred.
• Minimum of two (2) years of similar experience in a healthcare setting, or equivalent leadership experience navigating multi-level teams.
• Proficiency with Microsoft Office applications and the ability to quickly learn and adapt to new systems and technologies.
• Availability and willingness to travel occasionally based on business needs; must hold a valid driver’s license and maintain current auto insurance.
• Bilingual proficiency in English and French is strongly preferred.
• Strong interpersonal, communication, and leadership skills.
• Excellent problem-solving abilities, attention to detail, and effective time management skills.

Benefits

• 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.

Company Description

Sentrex Health Solutions is a proudly Canadian company, 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.

• 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.