Admin Team Lead Patient Programs - Remote

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Position Type:
Permanent Full Time

Work Location:
Canada

Work Arrangement:
Primarily Remote

Work Hours:
Standard Business Hours Monday to Friday

Travel Required:
Occasionally, for annual meetings

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 and experienced, cross-functional teams. Our core capabilities includeSpecialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, 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
• Quarterly virtual social events!

The Administrative Team Lead is responsible for managing all the aspects of the program inbox(es). The Team Lead will ensure alignment of processes and maintain all documentation related to the Administrative Assistant role. The Team Lead will provide oversight on enrolment volumes and be responsible for ensuring timely processing speeds. The Team Lead will maintain a thorough grasp of upcoming training sessions and ensures that the scheduling, delivery, attendance, and evaluation of training is aligned with the expectations of the Patient Support Programs.

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

• Deliver training content and facilitate learning sessions in person and virtually when required.
• Responsible for the scheduling and attendance tracking of PSP program training.
• Work with tight deadlines and provide valuable input on projects to enhance and customize training processes that exceed operational needs.
• Update and revise training content as needed based on business needs.
• Create learning assessments and evaluate learning success and impact.
• Actively participate in regular team meetings with PSP Management and team.
• Establish and maintain strong relationships with the Training and Development Manager, PSP Managers, and Clients.
• Prepare training schedules in conjunction with PSP Management and the People and Culture team.
• Acts as a liaison and provide ongoing feedback to the Program Manager and Supervisor as it pertains to quality of services, current process training, and other areas of importance.
• Provide additional support with other duties or projects as requested by PSP Management
• Responsible for the timely enrollment of the patient into the Patient Support Program.
• Ensures patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy.
• Reports Adverse Events / Severe Adverse Events (AE / SAEs) following approved SOPs.
• Maintain service levels in inbox management, time to enrolment processing, Adverse Events reported within twenty-four hours of receipt and any other KPIs established at the Program level.
• Electronically updates the Customer Relationship Management (CRM) tool by providing timely patient and clinic information.
• Fosters and promotes a spirit of teamwork while working with internal patient support teams.
• Acts a liaison and provides ongoing feedback to the Program Manager based-on observations in the field and feedback from customers as it pertains to quality of services, training, and other areas of importance.
• Identifies obstacles to obtaining coverage and channels this information to the Program Manager and/or PSP Supervisor.
• Completes all relevant reports (time sheets, expenses, mileage, validate CRM reports, etc.) as per specified timelines and as per required standards.
• Provide additional support with other duties or projects as requested by the Program Manager or Director, Patient Programs.

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

• A Bachelor's Degree or College Diploma in Social Services, Counselling, Psychology, or a related field or a combination of relevant work experience and education.
• Previous experience working in Patient Support Program will be considered an asset.
• Must be able to work from home and have a quiet, private home office space.
• Excellent verbal and written communication skills in English.
• Strong analytical skills including interpretation of regulation and legislation.
• Excellent customer service, problem-solving, and conflict resolution skills.
• Effective interpersonal skills.
• Typing skills and ability to be a strong functional user of various computer-based programs.
• Advanced ability to learn and understand new systems and software quickly.
• Knowledge of private and public reimbursement structure, systems, and process mandatory.
• Effective organizational skills; excellent attention to detail.
• Effective interpersonal skills to work collaboratively with Management and Associates involved in the management of patient programs and/or other Subject Matter Experts.
• Excellent problem-solving skills:
  ability to resolve issues effectively and efficiently.
• Strong written and verbal communication skills.
• Strong ability to consistently meet deadlines and prioritize projects.
• Excellent presentation and facilitation skills.
• Advanced knowledge of pharmaceutical distribution industry.
• Proficiency in Adobe Acrobat, SharePoint, and Microsoft Office applications is required.

• 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.

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 .