JOB SUMMARY

The Associate Director, under the direction of Director, PSS oversees, at a strategic level, four or more Program Managers (PM) responsible for different clients. The Associate Director, in keeping with the organizational structure of the Patient Support Solutions division, assumes overall responsibility for specific operations relating to their clients along with the Program Manager, the implementation of contractual agreements specific to the delivery of client service on a specific drug therapy and/or other related projects.

DUTIES AND RESPONSIBILITIES 
Portfolio Management:

·         Supports the business growth of BSRx with a focus on customer growth

·         Uses exceptional customer service and negotiation skills to cultivate a partnership with the PMs and clients based on integrity and trust

·         Supports PMs  in their day-to-day operations and the formulation of program specific objectives and goals

·         Supports the procurement, implementation, launch and development of revenue generating programs

·         Successfully negotiates, executes, statements of work, service level agreements, and contract amendments

·         Actively seeks and includes client feedback and perspective in program outcomes and process improvements

·         Communicates program updates (including competitive intelligence and strategic insight) on an ongoing basis with the director

·         Develops recommendations for program improvements based on best practice and knowledge of the pharmaceutical industry

·         Develops cases and proposals that deliver prompt, cost effective, safe solutions to the client and Bayshore

·         Consistently and proactively shares strategic market insight with Pharmaceutical customer

·         Leads strategic projects as assigned

·         Attends client meetings in person as needed. Works towards building strong ties with clients

·         Always maintains confidentiality of client and corporate information

·         Serves as strategic primary point of contact for internal/external stakeholders and partners to address and ensure resolution of issues in a timely manner

Operations:

·         Demonstrates strong leadership and delegates effectively to meet organizational and program objectives

·         Oversee Key Performance Indicators (KPI), customer satisfaction and other performance metrics in accordance to the Master Services Agreement and Statements of Work to ensure client expectations are met and maintained.

·         Facilitates internal and external audits in conjunction with the Quality Team

·         Provides strong leadership and strategic direction to the internal team in developing and implementing programs

·         Supports the Business Development Team with preparing for and executing RFPs as needed

·         In conjunction with the Implementation Team, manages the development and launch of new programs

·         Identifies opportunities to optimize operational efficiency and lead process improvement strategies in collaboration with PMs

·         Leads and facilitates strategic planning for future endeavors.

·         Provides clear objectives and holds the program management team accountable for meeting collective goals

·         Oversees/manages partner vendor contracts and related billing in collaboration with the PM

·         Ensures that PM is accurately capturing monthly program billing items.

·         Manages budgets, forecasts and analyze variances

·         Responsible for the financial management of their Portfolio and holds P&L responsibilities

·         Ensures PM is conducting scheduled Quality Assurance activities: chart audits, call audits, Adverse Event reporting

·         Ensures programs are meeting contractual obligation of reporting of Adverse Events within expected timeframe

·         Collaborates with the PM in Development and/or revision of program policies and procedures

·         Guides and monitors technological updates and CRM upgrades in collaboration with the PM

·         Must be able to identify and report AE’s to health Canada, Med Info and enter into source system and third party systems

Human Resources:

·         Plays a key role in supporting PSS team leadership and development

·         Coordinates recruitment, orientation, training, disciplinary perform reviews, coaching, workload planning, retention initiatives and retention initiatives with human resources

·         Recruits and hires program management team (PM and other roles as needed as indicated in the SOW)

·         Lead, coach, and mentor PMs; managing their performance towards meeting organizational, program, team and individual objectives

·         Supports departmental succession planning and works towards growing the next generation of Bayshore leaders and high performers

·         Manages program specific employees to ensure the delivery of high-quality care and adhere to government, company and ISO 9001-2000 standards

·         Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident

·         Leads or assist with the implementation of Modified Work Programs for employees

·         Develop and delivers employee training: Including, but not limited to clinical and reimbursement programs

·         Complete other tasks as requested