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Courageous Teams. Better Care. Peace of Mind.
Manager, Clinical Operations, Patient Experience
Location
Canada
Posted
105 days ago
Salary
0
Seniority
Mid Level
Job Description
Manager, Clinical Operations, Patient Experience
Sentrex Health Solutions
• 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.
Job Requirements
- 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 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.
- 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 skill
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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