Bilingual Manager, Clinical Services & Partnerships (Remote)

Position Type: Full Time

Department: Clinical Services & Partnerships

Work Location: Canada

Work Arrangement: Remote

Travel Required: Up to 50% within Canada

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:

The Manager of Clinical Services and Partnerships is responsible for creating optimized clinical experiences for patients and care partners. The focus of this role is to ensure that the patient's pathway to services is seamless, meets patient and prescriber preferences, and is managed end to end. This role will remove barriers to clinical services and operationalize quality experience on behalf of the patient. The role will collaborate with clinical service providers and clinics to ensure operational excellence and seamless delivery of quality clinical services. They will develop and implement comprehensive operational flows and work instructions, manage the contracting process end to end, monitor patient-focused plans, processes and protocols, and provide oversight for issue identification, resolution, and management.

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

• Identify and engage with potential third-party clinical service providers
• Access potential partners for fit and appropriateness to be included within the Sentrex clinical services partner network
• Prioritize engagement of partners to meet specific network gaps based on geography or department needs
• Develop and maintain comprehensive workflows to ensure seamless patient care
• Develop and implement strategies to improve the clinical service experience across various departments
• Establish, foster, and maintain relationships with clinical service providers nationally
• Lead training and third-party provider onboarding initiatives related to service excellence, communication, and patient engagement
• Site training
• Site equipment assessments
• Site processes (billing, data collection, Adverse Event reporting, scheduling, Post visit reporting, program communication, etc.)
• Responsible for the oversight of auditing providers physical, operational, and professional standards to ensure safe and optimal patient care
• Analyze trends and report findings to leadership, recommending continuous improvement initiatives based on data outputs
• Ensure patient experience initiatives align with regulatory and accreditation standards
• Act as a single point of contact for all clinical partners including issue management, new drug launches, contractr enewals/amendments, site audits, oversight for compliance, and respond to queries and issues in a timely manner
• Collaborate with infusion and injection providers to develop effective operational processes to ensure fluidity of operational effectiveness
• Facilitate compliance with patient support programs and clinic protocols and procedures
• Engage with individual clinics to understand their needs for the safe administration of products and to ensure a seamless post visit reporting process
• Develop clinic relationship management plans, including service commitment, issue management, and KPIs
• Responsible for the negotiation, initiation and ongoing management of all clinical partner contracts, including but not limited to Master Service Agreements and Statements of Work.
• Schedule and facilitate regular touchpoints with all clinical service providers to ensure continuous improvement and service excellence
• Analyze and respond to all patients and caregiver feedback in a timely manner
• Responsible for all billing-related inquiries from third-party providers
• Develop a patient satisfaction program including active measurements of patient satisfaction with clinical scheduling and experience
• Work cohesively with scheduling teams to ensure patient and program needs are met and issues are addressed in a collaborative, proactive manner
• Maintain communication between programs and facilitate meetings regarding operations and productivity
• Collaborate with all cross-functional partners to ensure cohesive operations across the organization.
• Work alongside our legal and quality teams to ensure all third-party providers are managed according to internal processes and expectations
• Ensure vendor compliance with program protocols and procedures
• Monitor individual third-party vendor performance through feedback, issue management, and ongoing discussions
• Develop and roll out comprehensive education plans for all third-party providers to ensure they receive appropriate training and resources to provide safe patient care
• Additional duties as determined by your Manager
  
  

What you need to ensure you are set up for success:

• Bilingual in (French & English)
• Experience participating in operational business leadership: process development, contract management, specialty drug launches etc.
• Demonstrated success in implementing service excellence and quality improvement initiatives
• Project Management and/or Operational experience is highly desirable
• Problem-solving, detail orientation, and time management skills
• Intermediate to advanced proficiency with Microsoft software and ability to adapt to new systems
• Ability to work independently, exercise sound judgment, and make informed decisions in a fast-paced environment
• Exceptional communication skills both verbal and written
• 5+ years working in Specialty health, Patient Support Programs and / or Infusion clinics
• Minimum bachelor’s degree from an accredited college or school in healthcare or business
• 3+ years of operational management or project management experience in a healthcare setting or leadership experience with a multi-level team
• Availability and willingness to travel up to 50% as per business needs; must possess a valid and current driver's license and auto insurance
• Knowledge of clinical workflows, EMRs, and patient satisfaction metrics
• Strong communication, leadership, and interpersonal skills
• Ability to work collaboratively across multidisciplinary teams
• Bilingualism in English and French is strongly preferred
  
  
  

What makes you a great fit for this team:

• Your commitment to providing a high level of service to your internal and external clients.
• You are highly adaptable with a track record of success during times of growth and organizational change.
• You have a proven track record of developing trust and influence at multiple levels.
• You demonstrate an impactful and candid communication style.
• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.
  
  
  

Why join Sentrex?

We value our employees! Our permanent full-time employees are provided with a:

• Competitive Salary and generous vacation entitlement
• Wellness Program (5 paid days off for your well-being!)
• Paid Sick Days
• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
• Employee & Family Assistance Program
• RRSP Matching Program
  
  
  

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.

We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!

Accommodations can be made available upon request for those candidates taking part in the selection process.