[Hiring] Program Manager - Pharmacy HUB Operations @UBC

Role Description

Patients are at the center of our business strategies. The Manager – Program Management manages day-to-day activity of program(s) and supervises staff. Extensive interaction with internal and external client(s). Acts as the primary contact for the assigned program(s). This position performs hiring, scheduling, training, and development of direct and indirect reports. Recognizes, recommends, and implements operational improvement. Works with Senior Manager or Director to develop policies, procedures and the business work plan for assigned program(s). Position may support multiple small clients or one large client. Provides direction, coordinates and supervises the activities of the operational team using established policies and procedures. Sets priorities for the team to ensure task completion, coordinates work activities with other supervisors and managers. Work is reviewed for soundness of judgment and overall quality and efficiency.

The Program Manager is also responsible for:

• Ensuring appropriate resources and operational support required to deliver on both patient and client expectations.
• Oversight of the systems development and management.
• Identify opportunities and participate in the development of strategies, training tactics and resources required to optimize value of patients.
• Working cross-functionally with operations, training, Field Operations Management, and District Managers.

Qualifications

• Bachelor’s degree required.
• Patient Outreach or program experience (2+ years) as Field Manager or higher experience preferred.
• Training Management experience preferred.
• Must be able to manage multiple tasks and have excellent organizational skills.
• Ability to examine business environment and develop/execute in response to market opportunities will be a significant benefit.
• Candidate should have a working knowledge of the market including trends and issues as they relate to the patient journey and insights.
• Ability to travel (40-50%).
• Ability to lead and drive for results in cross-functional teams.
• Strong planning and prioritization skills.
• Strong and effective presentation skills; excellent communication skills – both written and verbal.
• Initiative and vision: develop strategy and deliver results.
• Drive and enthusiasm.
• Exceptional interpersonal skills and the ability to build and inspire support for initiatives.
• Ability to build and maintain relationships with third parties using good negotiation skills.
• Proven success working with or within patient advocacy organization or other patient health-related, communication-focused organizations providing services to targeted populations.
• Fully competent in MS Office (Word, Excel, PowerPoint) and iPad technology.
• Veeva /SaleForce.com Database experience preferred.

Requirements

• Manage program(s) per the scope of work, program and standard operating procedures within the contracted budget.
• Manage day-to-day activity of the program operation and ensure proper flow of work throughout the life of the program, including supervision of staff.
• Working knowledge of protocol(s), contract requirements, program workflow and/or scope of work for assigned program(s).
• Monitor program metrics to ensure adherence to program SLAs.
• Aid management decisions on program development and design and/or restructure of program requirements.
• Supervise the collaboration with internal and client training departments to ensure messaging integrates the defined strategies and is customized to reflect the patient insights associated within supported disease states.
• Supervise and manage the field operations support personnel as assigned.
• Support the logistical deployment and tracking of issued equipment.
• Supervises personnel management during training events.
• Supervises and directs Service Provider assigned training resources to ensure strategic approach is in line with requirements.
• Supervising the execution of a feedback mechanism to assess the value of the program as perceived by the patients on a regular basis, including oversight support.
• Collaborate with the Managers and Directors of Patient Outreach organization to support KPI development, ensure reporting systems are in place and supervise/manage monthly performance updates to the team.
• Provide leadership with updates on policy developments and likely impact on patients and service delivery.
• Develop and implement a robust plan to facilitate clear communication with Patient Outreach organization.
• Attend and support weekly program staff meetings.
• Directly supervise and manage assigned systems training, field operations, system escalation personnel and projects as directed.
• Presentation of program information to internal and external customers.
• Participate in interviewing prospective employees, evaluating current employees, and train employees as needed.
• Ability to travel as needed.
• Actively participates in in-person and virtual meetings/events (internal and external).

Benefits

• UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.
• We are committed to a diverse, equitable and inclusive culture that fosters respect for each other, our clients, and our patients.