Patient Engagement Manager
Job Description

Are you looking to make a difference in a patient’s life?  At Innomar Strategies, a company of AmerisourceBergen, you will find an innovative culture that is patient focused and dedicated to making a difference.  As an organization, we are united in our responsibility to create healthier futures.


Reporting to the Program Director, the Patient Engagement Manager is responsible for the direct supervision and development of all Patient Engagement (Call Center) associates including Reimbursement Specialists, Caseworkers and Administrative associates.





PRIMARY DUTIES AND RESPONSIBILITIES:
  • Oversee associates to ensure their ability to handle calls, adhere to portfolio SOPs, provide effective customer service, document requirements in the system, and manage follow-up calls as outlined in the portfolio SOPs
  • Monitor the performance of all associates, assess training needs and requirements and communicate these to the Senior Manager Training Excellence when appropriate
  • Prepare, edit, and train on work instructions for program specific and functional process changes
  • Actively coach all associates on corporately identified strategies eg Call Excellence, actively review associate scorecards; utilize the Performance Excellence dashboard on a regular basis in an effort to be fully conversant on call metrics and customer service
  • Collaborate with Business Partners to implement strategic initiatives and execute tactics
  • Recommend changes in operations and assists in the execution of these changes
  • Closely monitor established portfolio KPI’s and caseload assignments and proactively communicate to the Director should concerns arise
  • Maintain an effective scheduling system in order to ensure optimal coverage
  • Work cooperatively with the Quality Assurance Department assisting with quality assurance and quality improvement initiatives
  • Ongoing evaluation of associate strengths, weaknesses and potential areas for improvement
  • Actively recruit, hire and maintain a pool of talent to ensure no gaps in staffing model which could impact portfolio deliverables


  • A Bachelor’s degree
  • A minimum of 5 years’ experience in people management ideally within a call center environment
  • Experience with Patient support program management an asset
  • Advanced understanding of public and private reimbursement
  • Experience in managing employee relation and progressive discipline


MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
  • Proficient at managing people within a call center environment
  • Proficiency at coaching others for excellence in customer service
  • Strong understanding of database technologies
  • Strong knowledge of the AVAYA and NICE technologies and the ability to leverage these systems while coaching others
  • Dynamic leader who can energize a team to learn and apply new skills and /or techniques 


We offer competitive total rewards compensation. Our commitment to our associates includes offering benefit programs that are comprehensive, competitive and will meet the needs of our associates.

  • Competitive compensation packages
  • Comprehensive health and dental plans
  • Flexible & remote working options
  • Employer RRSP-matching
  • Online peer-to-peer recognition program
  • Corporate discounts with multiple establishments, including fitness centers
  • Health & Wellness program with onsite yoga and massage therapy


AmerisourceBergen is a publicly traded Fortune 11 global healthcare solutions company and is one of the world's largest pharmaceutical services companies. Innomar Strategies, a part of AmerisourceBergen, is Canada’s leading patient support provider for specialty pharmaceuticals. Through our Integrated Service Model, we deliver customized solutions to improve product access, increase supply chain efficiency, and enhance patient care. Innomar is the trusted expert in specialty pharmaceuticals with an unwavering commitment to patients.





Job Requirements

 

Company Overview

Innomar Strategies was founded in 2001 around the kitchen table of our current president, Guy Payette, and his partners. The company originally specialized in market access and reimbursement consulting, and gradually expanded its capabilities to include fully integrated patient support programming, nursing support, and specialty logistics. By the end of 2008, the company had grown to have over 450 associates.

In 2009, AmerisourceBergen acquired Innomar Strategies further establishing the company’s expertise in specialty pharmaceuticals. As part of AmerisourceBergen, Innomar Strategies is connected with a global leader in healthcare with over $135 billion of annualized revenue and 18,000 associates. AmerisourceBergen has an established history of delivering innovative programs and solutions across the pharmaceutical supply channel.

With over 1,200 associates and a nationwide footprint, Innomar Strategies is Canada’s leading service provider to specialty pharmaceutical and biotech manufacturers. Innomar is differentiated by their Integrated Service Model, which provides customized solutions to improve product access, increase supply chain efficiency, and enhance patient care. Manufacturers trust Innomar Strategies to deliver innovative brand solutions throughout the product lifecycle.