Manager - PSS (R1108149) in Halifax, CA at IQVIA™

Date Posted: 2/22/2020

Job Snapshot

Job Description

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Duties and responsibilities

•    Manage the internal and field based Assist team for operations related to STI’s line of internal and external patient and customer support business 
•    Oversees the STI Customer Suport Team, Patient Support Specialists and Quality and Training specialists under the Assist Department to ensure competency, quality, compliance to procedures and ability to provide appropriate customer service in program stakeholder interactions (telephone, fax, email), document interactions in required systems, and manage follow-up interactions according to STI and client program service and quality levels. 
•    Responsible for talent management, motivating teams and career development strategies. Given the degree to which staff coaching and development is required for this role, the selected candicate must be able to commit to working predominately out of the Halifax office
•    Ensures Assist Team shift schedule is resourced to provide adequate staffing for all program and general support services; makes recommendations to management for addition or removal of resource or shift schedule changes based on resource models. 
•    Identify and implement staff recruiting strategies and lead in STI Assist team hiring processes when required.
•    Is responsible for coordinating the development of all Assist related general service and project related performance reporting and insights from telecom, ticketing, and other stakeholder interaction platforms. 
•    Direct the efforts of the team to support the development of project plans for STI Assist program and account management and manage the financials of the department in conjunction with STI Finance and respective clients.
•    Make recommendations in the development of long-term strategies and operational plans for the development of the STI Patient Support business unit towards continued company growth and profitability. 
•    Establish Business Plans, objectives and implementation strategies for programs operating in the Assist business unit, including process flows, organizational structure, budgeting, resource allocation, and productivity tracking and improvements tools and technologies requirements. 
•    Ongoing evaluation of program strengths, weaknesses and potential areas for improvement. 
•    Will help ensure STI Assist is compliant with client pharmacovigilance requirements.
•    Participate in scoping new program solutions that leverage the Assist team and participates in client/stakeholder meetings as required.
•    Certain regular client project status communications or responsibilities (as required by program). 
•    Performs related duties as assigned


Qualifications

•    a Bachelor’s degree or equivalent experience 
•    a minimum of three (3) to four (4) years in public or private third-party reimbursement arenas or pharmaceutical industry in sales, market access, managed care, clinical support, or related experience including at least three (3) to five (5) years at a supervisory level
•    a minimum of three (3) to four (4) years operational management experience in patient support delivery utilizing leading CRMs, phone systems and other technological platforms for best in class delivery
•    the ability to communicate effectively both orally and in writing in English with fluent bilingualism in French also preferred
•    a valid driver's license and willingness to undertake out of town travel as required
The Manager of Patient Support will have experience with various provincial requirements and systems as they relate to drug claim reimbursement processes, special authorization, appeals and consultation. Strong analytical and efficient problem solving skills including interpretation of regulation and legislation are considered an asset. Project management, excellent presentation skills, pharmaceutical industry knowledge, strong customer relationship and/or account management skills are also required.

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.



Job ID: R1108149

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