Program Manager

About Sentrex Health Solutions

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross‑functional teams.

Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

Come and join our team! But first, let us tell you why we love working here:

• We are 100% Canadian with locations across the country
• State‑of‑the‑art facilities to provide high‑quality products and services
• The opportunity to be a part of a winning, high‑performing team
• Collaborative, engaging workplace culture – we are passionate about our people!
• Flexible working environment that promotes a healthy work‑life balance
• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
• High‑growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry‑leading, in‑house corporate training offered throughout the year

The Opportunity:

Reporting to the Director of Patient Programs, the Program Manager is responsible for undertaking the management, planning, and implementation of specific programs/portfolios. The Program Manager role has a strong combination of project management, performance analytics, client management, case management, and people skills. Individuals who would succeed in this role are positive, driven, and committed to building outstanding and innovative support programs.

A Day in the Life (What you will do here):

• Ensuring the program is designed and implemented as per the sponsor’s strategic direction.
• Ensuring all program client’s needs are being met.
• Responsible for the overall performance of the program and its respective services: reimbursement, patient coordination, medication management, etc.
• Continue to build upon existing experiences, become the reimbursement expert in each therapeutic area being managed, in order to build content for training and ensuring the team has all required context within their therapeutic landscape.
• Ensuring that any stakeholder escalations are managed appropriately and to the client’s satisfaction.
• Providing the program sponsor with portfolio insights and intelligence (market, competitive, and payer).
• Ongoing evaluation of program strengths, weaknesses, and potential areas for improvement.
• Make recommendations for changes in operations and assist in the execution of these changes through a robust change management process.
• In collaboration with the analytics team, facilitate the design, production, and delivery of all program‑related reporting.
• Participate/lead in respective client meetings.
• Collaborate with internal departments, including Client Solutions Managers, and all others who deliver program‑related services to ensure optimal execution and performance in all aspects of client communications and client relations.
• Assist with quality assurance and quality improvement initiatives, overseeing the completion of all required CAPA activities.
• Oversee case managers 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.
• Provides input for scheduling to provide adequate staffing; makes recommendations to management for required changes.
• Manage and participate in program design and development activities (i.e., development of primary and secondary documentation, program manuals, SOPs, flows, and charts).
• Manage and participate in the project technical set…