Operations/Training Program Manager

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

PRIMARY DUTIES AND RESPONSIBILITIES:

• Program Quality and Standardization

• Implement, optimize and ensure adherence to the program operational processes, standardize quality control and application of best practices across all programs

• Recommend new processes, enhancements and promote a quality mindset to ensure high quality services

• Monitor program quality data related to areas such as trainings, SOPs and issue resolution

• Collaborate with Program Management and other Innomar functional teams such as Enterprise Excellence, Quality Assurance, Nursing, Scheduling, Pharmacy, Distribution and all other Innomar functional teams;

• Accountable for ensuring the maintenance of Innomar Program SOPs and standard process flows;

• Support new program launches by providing SME program expertise;

• Participate in projects focused on operational activities for Programs;

• People Management:

  • Oversees associates to ensure their ability to handle calls and provide appropriate customer service, document requirements in the system, and manage follow-up calls.

• Monitor the performance of staff members to assess training needs and requirements;

• Provide input for scheduling in order to provide adequate staffing; makes recommendations to management for required changes;

• Assist with quality assurance and quality improvement initiatives; makes recommendations for changes in operations and assists in the execution of these changes;

• Project management including, but not limited, reimbursement programs, compliance and education-based programs and clinical patient support programs;

• Implement assigned call centre projects;

• Design and development of new projects including development of protocols, resource allocation and database;

• Ongoing evaluation of project strengths, weaknesses and potential areas for improvement;

• Produce all project related reporting;

• Participate in client meetings;

• Daily and on-going client project communications;

• Identify and implement staff recruiting strategies and participate in the hiring process.

• Responsible to report all Adverse Events to the assigned units/departments

• The Program Manager will also be assigned other duties and tasks as required from time

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Knowledge of reimbursement, patient assistance programs, database elements and functionality; operational policies and processes

• Minimum University Degree in Business Administration, Science or equivalent experience;
  • Science / healthcare background an asset;
  • Minimum of 3 years' experience in the pharmaceutical/biotech or healthcare-related industries

• Dynamic leader who can energize multidiscipline work teams to learn and apply new skills and /or techniques to respond to the business needs

• Knowledge of full-service programs

• Demonstrated change management leadership

• Project and operational management expertise

• Ability to resolve associate issues effectively and efficiently

• Strong client management experience an asset

• Minimum 2 years’ experience in project or program management;

• Minimum 2 years of People management experience

• RN/RPN designation an asset and may be required by specific programs

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Strong Operational knowledge

• Robust project management skills with experience in organizing, planning and executing projects from vision through implementation

• Strong analytical, conceptual and problem-solving skills with demonstrated track record in new concept development for various projects

• The ability to manage multiple tasks along a parallel process

• Strong Decision-making capabilities

• Critical thinking skills, creative and innovative solutions to internal or external client needs

• Strong industry and company business knowledge

• Strategic thinker with long term planning experience

• Ability to communicate effectively both orally and in writing and in both French and English

• Possess strong interpersonal and leadership skills

• Strong organization agility, be able to manage team through change and lead by example

• Ability to proficiently use computer and good knowledge of Microsoft Office

• Strong business acumen competency

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Accessibility Policy

Cencora is committed to fair and accessible employment practices. When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

Affiliated Companies: