Manager Performance Optimization

Primary Duties and Responsibilities:

• • Manage the overall services offered by the PO team to support the associates who interacts with customers on
• the phone.
• • Identify opportunities to improve the customer experience to improve operational performance in the delivery
• of program related and other Innomar services.
• • Continuously evolve and reassess the Performance Optimization strategy to meet the organization’s needs.
• • Work with Management to identify gaps, assess needs and analyze the services rendered from patient enrolment
• to being on-drug by analyzing the patient files, case notes and monitoring the related calls.
• • Make recommendations and implement solutions or additional services to add, as variation and performance
• gaps are identified through the review process.
• • Collaborate with the various stakeholders to align on the process that is communication and to create
• communications, tools, presentations, and other solutions to bridge the gaps between the associates’
• understanding vs. expectations for the reimbursement process.
• • Support the management teams in the implementation of team specific coaching plans, ensuring best practices
• follow-up in 1:1s, performance management (goal setting, year-end reporting, etc.) and client management
• (QBR data, team specific data, etc.).
• • Provide on-going management including objective setting, annual performance reviews, training/learning plans
• and continuous coaching for the PO team.
• • Train and onboard new performance optimization coaches including shadowing, coaching and in-depth. review
• of processes including ongoing quality reviews to ensure consistency amongst the performance optimization
• team.
• • When needed, complete file reviews, evaluations or conduct coaching sessions to support the completion of the
• audit schedule.
• • Identify, plan, and implement special projects such as audits on specific topics or skills including identification
• of the need, design of the implementation plan, creation of the required tools, development of communications,
• etc. to support the project.
• • Measure and monitor performance of the overall performance optimization process with the management team
• and the associates via surveys, focus groups, etc.
• • Utilize the various systems and develop related expertise (e.g., Smartsheet, excel, phone systems, databases, etc.)
• to run reports, analyze the data and identify gaps in processes and opportunities for efficiencies.
• • Maintain the audit tracking tool and other processes including employee departures, leaves and new associate
• additions, monthly reports, etc.

Experience and Educational Requirements:

• • Completion of a year Bachelor’s degree program or equivalent combination of experience and education of at
• least 4-7 years including call quality monitoring, business coaching or similar experience
• • 3-5 years minimum of customer service experience
• • Patient programs and reimbursement services knowledge and experience mandatory
• • Require broad training in fields such as business administration, operations, continual process improvement,
• and/or quality
• • People management experience an asset
• • Quality and/or process improvement experience an asset
• • Bilingual in French and English in a corporate work environment an asset

Minimum Skills, Knowledge and Ability Requirements:

• • Highly results-oriented, strong ability to consistently meet deadlines and prioritize projects
• • Strong time management skills and multi-tasking abilities
• • Effective organizational skills; excellent attention to detail
• • Effective interpersonal skills to work collaboratively with various leaders within the organization
• • Ability to work independently
• • Ability to effective problem-solving and analyze and interpret business level data
• • Ability to work with electronic systems to perform data analysis and establish trends
• • Proficient with Word, Excel and Smartsheet

Work Environment:
The work environment characteristics described here are representative of those an associate encounter while
performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions:
The noise level in the work environment is generally quiet.

Physical and Mental Requirements:
The physical demands described here are representative of those that must be met by an associate to successfully
perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions:

• 1. Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive
• motions, talking and hearing.
• 2. Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus.
• 3. 75% or more time is spent looking directly at a computer.
• 4. Associate is frequently required to stand, walk (or otherwise be mobile).
• 5. Ability to deal with stressful situations as they arise.