# Program Manager

**Company**: IQVIA
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://iqvia.wd1.myworkdayjobs.com/en-US/IQVIA/job/Mississauga-Ontario-Canada/Gestionnaire-de-programme---Program-Manager_R1556294?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_fad6110a-c26

## Description

We are seeking a Program Manager to oversee client-specific patient support programs. As a Program Manager, you will be responsible for program management, including setup, implementation, and monitoring of client-specific patient support programs. You will communicate with program stakeholders to create timelines and outline deliverables. Your goal will be to ensure operations run smoothly and troubleshoot any issues to find a resolution.

**Client Management:**

- Be the lead face-to-face kick-off client meetings in the post-sale process, including project development and timelines

- Prepare and present program progress and market insight reports to clients and internally

- Proactively communicate and escalate any risks for program goals

- Respond to customer concerns and questions

- Attend in-person meetings with clients on an ad-hoc basis

**Project Management:**

- Consult in pre-sales program design and program setup

- Own post-sale launch, management, and execution of the sold solution by developing and controlling deadlines and activities

- Establish and implement a program plan at the start-up of new programs

- Coordinate cross-project activities and adhere to internal procedures

- Identify areas of improvement and develop new processes where applicable

- Provide insights to clients on a weekly or monthly basis around program performance

- Complete quarterly business reviews with clients

**Caseworker Management:**

- Manage a team of caseworkers supporting the program with reimbursement navigation, bridging support, copay support, and general inquiries

- Perform quality assurance of caseworker calls and emails

- Coach and mentor the caseworker team, engaging in monthly one-on-ones with each caseworker

- Track and manage key performance indicators (KPIs), telephony/email support, and task management

- Ensure compliance with standard operating procedures (SOPs) and program expectations

**Requirements:**

- University degree preferred (healthcare, life sciences, or related field) or equivalent experience

- Bilingualism (English/French) preferred

- Supervisory or management experience within a contact centre and/or pharmaceutical environment preferred

- Experience within Patient Support Programs and reimbursement navigation preferred

**Key Competencies:**

- Demonstrated success working in fast-paced environments with fluctuating service demand

- Experience with workforce scheduling and resource planning principles

- Strong technical aptitude with contact centre technologies, including IVR functionality, call monitoring tools, and performance reporting

- Excellent written and verbal communication skills with the ability to influence internal and external stakeholders

- Strong interpersonal and relationship-building skills across all organisational levels

- Professional leadership presence and ability to serve as a role model

- Analytical thinking and creative problem-solving abilities

- Ability to receive feedback constructively and adapt leadership approach accordingly

## Skills

### Required
- English
- project management
- leadership
- communication
- problem-solving

### Nice to have
- French
- supervisory experience
- pharmaceutical experience
- patient support programs experience

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Source: [Apply at iqvia.wd1.myworkdayjobs.com](https://iqvia.wd1.myworkdayjobs.com/en-US/IQVIA/job/Mississauga-Ontario-Canada/Gestionnaire-de-programme---Program-Manager_R1556294?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)