About the position
Reporting to the Director of Clinical Services and Partnerships, 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).
The Manager, Clinical Operations and Patient Experience plays is responsible for optimizing PSP solutions that enhance program workflows, provide a positive experience for PSP and clinical partners. This includes collaborating closely with PSP leaders and other clinical partners to guarantee operational excellence, patient satisfaction, and consistent delivery of high-quality infusion and other clinical services.
Responsibilities
• 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.
Requirements
• Demonstrated experience working within interdepartmental teams within a comparable healthcare environment.
• Required experience working at manager level or above for Patient Support Programs.
• Minimum of one (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.
• Strong interpersonal, communication, and leadership skills.
• Excellent problem-solving abilities, attention to detail, and effective time management skill
Nice-to-haves
• 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.
• Bilingual proficiency in English and French is strongly preferred.
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
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