Job Description
About the role
This position is responsible for managing the day to day activities of a team of Single Point of Contact nurses. Additional responsibilities include education and training of new team members, process development and improvement across Canada, and ensuring team performance by reviewing monthly KPI targets. Acts as the main contact for all escalations on the team and provides timely resolutions and responses to operational inquiries.
A day in the Life
Oversees the Single Point of Contact team to ensure all program performance expectations are sustained and monitored.
Ensure all team members are educated on the program, and all performance standards for the team are met or exceeded.
Ensure all regional operational occurrences associated with the program are communicated to the Program Manager.
Ensure workload measures meet performance targets and recommend changes if they do not meet targets.
Ensure KPI’s are within performance expectations.
Ensure hiring and orientation processes are sufficient to support program needs.
Facilitates recruitment, orientation, evaluation and retention of staff.
Conducts Quality Audits to assure accuracy of workflows and client-specific processes.
Participates in and/or conducts clinical related calls.
Ensure quality of clinical records is maintained.
Attends internal and external meetings with the client
Handles escalations remotely and in person, as needed, of KOL’s
Assistance with billing and forecasting
Complete and/or assistance in annual evaluations
Ensures ad hoc requests and special projects from the client, program portfolio manager, and outside stakeholders are performed in a timely manner.
Identifies, documents, implements, and monitors process improvements and enhancements.
Facilitates the interdisciplinary team development of action plan(s) to improve clinical and administrative processes including: Validating accuracy of data, Ensuring proper certification/recertification procedures are in place, Ensuring client-driven KPI’s are monitored and adhered to.
Job Qualification
What you bring to the Team
Some people-management or equivalent experience required
Registered Nurse or Registered Practical Nurse (RN/RPN) License considered an asset
Bilingualism considered an asset
Measureable experience with patients suffering with Rheumatoid Arthritis an asset
Measurable experience with patients suffering from chronic illness an asset.
Strong leadership skills
Strong organizational and project management skills with implementation
Pharmaceutical program experience strongly recommended
Must be able to identify and report AE’s to health Canada, Med Info and enter into source system and third party systems
Excellent computer skills; Microsoft Suite of products (minimum intermediate level Excel, Word, Power Point)
Strong strategic thinking and problem-solving skills
Positive attitude and motivational drive for conflict and resolution
Experience with AE/SAE/PC reporting
Experience with evaluating and enhancing processes of large programs
Travelling will be required as needed
Familiarity with PIPEDA and how it applies in a confidential patient environment.
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