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!
What you will be doing
PRINCIPALES FONCTIONS ET RESPONSABILITÉS :
- Superviser les adjoints afin de garantir leur capacité à gérer les appels et fournir un service à la clientèle approprié, documenter les exigences dans le système, et gérer les appels de suivi
- Surveiller le rendement des membres du personnel pour évaluer les besoins et les exigences liés à la formation
- Apporter sa contribution à la planification afin de fournir des effectifs suffisants; faire des recommandations à la gestion pour les changements nécessaires
- Contribuer à l'assurance de la qualité et aux initiatives d'amélioration de la qualité; faire des recommandations pour des changements dans les opérations et contribuer à l'exécution de ces changements
- Gérer des projets, y compris, mais sans s'y limiter, les programmes de remboursement, la conformité et les programmes basés sur l'éducation, ainsi que les programmes cliniques de soutien aux patients
- Mettre en œuvre des projets de centres d'appels désignés;
- Concevoir et développer de nouveaux projets, incluant le développement de protocoles, l'affectation des ressources et la création de la base de données
- Évaluer de façon continue les points forts et les faiblesses des projets et des domaines susceptibles d'amélioration
- Produire tous les rapports relatifs aux projets
- Participer aux réunions avec les clients
- Entretenir des communications quotidiennes et continues sur les projets des clients
- Identifier et mettre en œuvre des stratégies de recrutement de personnel et participer au processus d'embauche
- Responsable de signaler tous les événements indésirables aux départements concernés
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- D'autres fonctions et tâches peuvent aussi être confiées au gestionnaire de programme de temps à autre, selon les besoins
PRIMARY DUTIES AND RESPONSIBILITIES:
- Oversees associates to ensure their ability to handle calls and provide appropriate customer service, document requirements in the system, and manage follow-up calls
- Monitors the performance of staff members to assess training needs and requirements
- Provides input for scheduling in order to provide adequate staffing; makes recommendations to management for required changes.
- Assists 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
What your background should look like
EXPÉRIENCE ET NIVEAU D'ÉDUCATION REQUIS :
- Au moins un diplôme universitaire en administration des affaires ou en sciences, ou expérience équivalente
- Antécédents en sciences ou en soins de santé, un atout;
- Minimum de 3 ans d'expérience dans l'industrie pharmaceutique/biotechnologique ou les industries liées à la santé
- Solide expérience en gestion de clients, un atout;
- Minimum de 2 ans d'expérience en gestion de projets ou de programmes
- Minimum de 2 ans d'expérience en gestion du personnel
- Expérience en remboursement considérée comme un atout
- La désignation IA ou IAA est un tout et peut être exigée pour des programmes particuliers
COMPÉTENCES , CONNAISSANCES ET APTITUDES MINIMALES REQUISES :
- Connaissance approfondie de l'industrie de la distribution pharmaceutique
- Connaissance pratique de système automatisé de gestion d'entrepôt
- Sens aigu des affaires et des finances
- Solides compétences analytiques et mathématiques
- Aptitude à communiquer efficacement à l'oral et à l'écrit
- Aptitudes interpersonnelles et de leadership efficaces
- Sens de l'organisation; attention aux détails
- Capacité à respecter systématiquement les échéances
- Excellentes aptitudes de résolution de problèmes; capacité à résoudre les problèmes de manière efficace et efficiente
- Maîtrise de la technique de présentation
- Connaissance de Microsoft Word, Excel, PowerPoint et autres programmes Office
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- 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
- Strong client management experience an asset
- Minimum 2 years' experience in project or program management
- Minimum 2 years of People management experience
- Experience in reimbursement considered an asset
- RN/RPN designation an asset and may be required by specific programs
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
- Advanced knowledge of pharmaceutical distribution industry
- Working knowledge of automated warehouse operating system
- Strong business and financial acumen
- Strong analytical and mathematical skills
- Ability to communicate effectively both orally and in writing
- Effective interpersonal and leadership skills
- Effective organizational skills; attention to detail
- Ability to consistently meet deadlines
- Excellent problem-solving skills; ability to resolve issues effectively and efficiently
- Excellent presentation skills
- Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs
Le candidat retenu pourrait avoir des contacts quotidiens avec des clients, des patients ou des pairs unilingues anglophones d'équipes interfonctionnelles.
The successful candidate may have daily contacts with unilingual English-speaking customers, patients or peers from cross-functional teams.
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.
Schedule
Full time
Affiliated Companies:
Affiliated Companies: Innomar Strategies
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.