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Nurse Patient Support Program Manager in Oakville at Innomar Strategies

Date Posted: 2/23/2018

Job Snapshot

Job Description


Reporting to the Senior Manager the Program Manager is responsible for undertaking the management, planning and implementation of specific projects assigned to him/her, within the Specialty Services department. Projects are to be implemented through a caseworker approach, based on an internal program structure. It is important to note, that at all times the Patient Access Center should work as team and the overall performance as a whole is paramount.


  • Oversees associates to ensure their ability to handle calls and provide appropriate customer service, document requirements in the system, and manage follow-up calls.
  • Monitors the performance of staff members to assess training needs and requirements.
  • Provides input for scheduling in order to provide adequate staffing; makes recommendations to management for required changes.
  • Assists with quality assurance and quality improvement initiatives; makes recommendations for changes in operations and assists in the execution of these changes.
  • Project management including, but not limited, reimbursement programs, compliance and education based programs and clinical patient support programs;
  • Implement assigned call centre projects;
  • Design and development of new projects including development of protocols, resource allocation and database;
  • Ongoing evaluation of project strengths, weaknesses and potential areas for improvement;
  • Produce all project related reporting;
  • Participate in client meetings;
  • Daily and on-going client project communications;
  • Identify and implement staff recruiting strategies and participate in the hiring process.