Program Manager

Job Overview

Responsible for program management including set up, implementation, and monitoring of client-specific patient support programs. Communication with program stakeholders to create timelines and outline deliverables. Responsible to ensure operations run smoothly and troubleshoot any issues to find a resolution. Responsible for program communications as required by the program. The Program Manager will also manage and oversee the caseworker team for assigned programs.
 

Client Management:

• Be the lead face to face kick off client meetings in the post sale process including project development, and timelines
• Prepare and present program progress and market insight reports to client and internally
• Proactively communicate and escalate any risks for the program goals
• Be responsive to customers concerns and questions
• Available for in person meetings with client on an ad hoc basis
   

Project Management:

• Consult in pre-sales program design and program set up
• Own post sale launch, management and execution of the sold solution by developing and control deadlines, and activities
• Establish and implement a program plan at the start-up of new programs, this plan will outline the various steps involved in the implementation to maintenance of the program.
• Coordinating cross-project activities and adhere to internal procedures
• Clearly identify scope creep
• Monitor the programs routinely and to ensure optimal performance and alignment with program deliverables and objectives.
• Participate in daily communication with clients and stakeholders regarding program topics and actions.
• Identify areas of improvement and develop new processes where applicable.
• Provide insights to client on a weekly, monthly basis around program performance
• Complete quarterly business reviews with client
• Manage the sales order activity through efficient tracking and fulfilling sales orders in a timely manner, include accurate management of revenue forecasting for deliveries
• Review program processes, look for continuous improvement and make suggestions for efficiencies and compliance
   

Caseworker Management:

• Manage a team of caseworkers supporting the program with reimbursement navigation, bridging support, copay support and general inquiries
• Performance QA of caseworker calls & emails
• Coaching & mentoring of caseworker team, engaging in monthly one on ones with each caseworker
• KPI tracking & management of telephony/email support and task management
• Be responsive to customers concerns and questions
• Ensure compliance to SOPs and expectations of the program from the caseworker team
   

You will be required to work directly with IQVIA departments, teams, support functions and stakeholders located across Canada and around the world therefore, a functional knowledge of English, both written and spoken, is necessary to perform the duties of this position.
 

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
   

Key Competencies

• 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

IQVIA est un fournisseur mondial de premier plan de services de recherche clinique, d'informations commerciales et de renseignements sur les soins de santé pour les secteurs des sciences de la vie et de la santé.  IQVIA se consacre à accélérer le développement et la commercialisation de traitements médicaux innovants pour aider à améliorer les résultats des patients et la santé de la population dans le monde entier. Pour en savoir plus, visitez https://jobs.iqvia.com

IQVIA est fière d’être un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Tous les candidats qualifiés seront pris en considération pour un emploi sans égard à la race, la couleur, la religion, le sexe, l’orientation sexuelle, l’identité de genre, l’origine nationale, le handicap, l’âge, l’état matrimonial ou tout autre statut protégé par la loi applicable.  Des mesures d’adaptation pour les candidats handicapés sont disponibles sur demande dans tous les aspects du processus de recrutement. Si vous avez un handicap qui nécessite une mesure d’adaptation, nous vous encourageons à contacter notre équipe d’acquisition de talents au [email protected], afin qu’IQVIA puisse soutenir votre participation au processus de recrutement.

IQVIA s’engage à faire preuve d’intégrité dans son processus de recrutement et applique une politique de tolérance zéro en matière de fraude des candidats. Toutes les informations et toutes les qualifications soumises dans votre candidature doivent être véridiques et complètes. Toute fausse déclaration, présentation trompeuse ou omission importante au cours du processus de recrutement entraînera la disqualification immédiate de votre candidature, ou la cessation d’emploi si elle est découverte ultérieurement, conformément aux lois applicables. Nous apprécions votre honnêteté et votre professionnalisme.

Veuillez noter qu'il est possible que nous utilisions l'intelligence artificielle (IA) dans le traitement de votre candidature. Cependant, nous utilisons l'IA uniquement pour aider notre équipe de recrutement à sélectionner ou à évaluer les candidatures, et non pas pour remplacer la prise des décisions par les membres de notre équipe.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, marital status, or any other status protected by applicable law.  Accommodations for applicants with disabilities are available in all aspects of the recruitment process upon request. If you have a disability that requires an accommodation, we encourage you to contact our Talent Acquisition Team at: [email protected], so that IQVIA can support your participation in the recruitment process.

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

Please note that we may use artificial intelligence (AI) in the processing of your application. However, we only use AI to assist our recruitment team with the screening or assessment of candidacies, and not as a substitute for human decision-making.

La fourchette salariale de base potentielle pour ce poste, annualisée, est de $64,100.00 - $106,900.00. Le salaire de base réel offert peut varier selon plusieurs facteurs, notamment les qualifications liées à l’emploi telles que les connaissances, les compétences, la formation et l’expérience; l’emplacement; et/ou l’horaire (temps plein ou temps partiel). Selon le poste offert, des régimes d’incitation, des primes et/ou d’autres formes de rémunération peuvent être proposés, en plus d’une gamme d’avantages sociaux liés à la santé, au bien-être et/ou d’autres bénéfices.The potential base pay range for this role, when annualized, is $64,100.00 - $106,900.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and wellness and/or other benefits.