Bilingual Associate Program Manager
Role summary
We are seeking a Bilingual Associate Program Manager to support patient support programs. This role involves overseeing frontline associates, managing daily operations, ensuring quality and compliance, and assisting with project management. The ideal candidate will have experience in patient support programs, strong leadership capabilities, and the ability to manage both people and processes. Bilingual proficiency in English and French is required. This position is crucial for maintaining high-quality service delivery and contributing to continuous improvement within dynamic healthcare environments.
Bilingual Associate Program Manager
We are seeking a highly organized and collaborative Associate Program Manager to support day-to-day operations within our patient support programs, ensure high-quality service delivery, and contribute to continuous improvement across teams. In this role, the APM will oversee frontline associates, assist with program execution, support quality initiatives, and collaborate closely with leadership to ensure program standards are met. This position is ideal for someone with experience in PSPs, strong leadership capabilities, and the ability to manage both people and processes in a dynamic environment.
Key Responsibilities
Team Oversight & Daily Operations
- Oversee associates to ensure they can manage inbound/outbound calls, provide appropriate customer service, document accurately, and complete follow-up activities.
- Monitor associate performance to identify training needs and support development.
- Assist in the daily operations of one or more patient support programs.
- Assign daily tasks and projects to associates based on program needs.
- Provide input into scheduling to ensure adequate staffing and recommend adjustments when required.
Quality, Compliance & Process Support
- Support quality assurance and quality improvement initiatives across the program.
- Assist in the creation and implementation of SOPs and work instructions.
- Contribute to the design and development of new projects, including protocols, resource allocation, and database requirements.
- Support monthly reporting, including review and data clean-up to ensure accuracy and completeness.
Project & Client Management
- Assist with project management activities related to reimbursement programs, compliance initiatives, education programs, and patient support services.
- Lead or participate in client meetings as needed.
- Support daily and ongoing client communications, escalating issues to the Program Manager when appropriate.
People & Recruitment Support
- Participate in recruitment strategies and assist in the hiring process for new staff.
- Provide day-to-day support to associates and contribute to maintaining a high-performance environment.
Additional Responsibilities
- Perform other duties and tasks as assigned.
- Understand that responsibilities and reporting structures may change over time in alignment with business needs; such adjustments do not constitute a fundamental change in employment terms.
Essential Skills & Qualifications
Education & Experience
- University degree in Business Administration, Science, or equivalent experience.
- Experience working within patient support programs is required.
- Previous management experience strongly preferred.
- Bilingual proficiency in English and French is required.
- Experience in pharmaceutical or healthcare-related industries is an asset.
- Experience with project management or reimbursement programs is an asset.
Core Competencies
- Excellent verbal and written communication skills.
- Strong interpersonal and leadership abilities.
- Effective organizational skills and a high attention to detail.
- Ability to collaborate with internal teams and external stakeholders.
- Ability to work in a fast-paced environment and manage competing priorities.