Job Description

Position Type: Full-time

Department: Patient Support Programs

Work Location: Remote

Work Hours: Monday to Friday, Standard Office Hours

Work Arrangement: Remote

Travel Required: No

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 Operations Manager role reports directly to the Director, PSP and will work closely with the cross-functional team.
The Operations Manager (OM), will be a key individual contributor role with continuous improvement as their driving force. Working closely with leadership and cross functional partners to develop, manage and implement operational processes that ensure seamless, compliant, and patient focused service delivery across our programs.

The role is critical for providing operational excellence through quality standards to support a seamless, positive, end-to-end patient journey.

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

• Design, implement, and optimize core operational processes and workflows in alignment with department objectives and compliance requirements.
• Create and manage general work instructions, SOPs, toolkits, and cross-functional guidance documents to support consistent, high-quality execution across all PSPs.
• Ongoing management of cross-functional compliance documents, resources, and tools.
• Develop and Facilitate training in new and updated operational processes or resources in line with compliance requirements
• Partner with internal stakeholders to ensure processes and documents are accurate, integrated, and aligned with organizational standards.
• Provide strategic insights into the collective operations of Patient Programs and proactively identify opportunities to improve efficiency, quality, and scalability.
• Contribute to the planning and execution of new program launches and operational change activities, ensuring readiness across documentation, tools, and processes.
• Support tracking and reporting on key process performance indicators, identifying trends and areas for improvement
• Participate in respective internal PSP and external client meetings and day-to-day client communications as required.
• Ongoing assessment of department operational metrics, providing strategic insights on results and critical action items
• Collaborating with Program Managers and cross functional teams on projects Provide guidance, coaching, and support to ensure team cohesion and high performance.
• Foster a positive, collaborative work environment that encourages teamwork and professional growth.
• Encourage cross-functional collaboration and input into patient services to ensure alignment across the organization
• Develop and implement operational strategies to optimize patient support service delivery, streamline processes, and improve efficiency.
• Implement continuous improvement initiatives based on feedback, data analysis, and industry best practices.
• Implement new strategies to improve patient and client experience.
• identify training needs and support in the development and facilitations of training programs to enhance their skills and knowledge.
• Assist with other duties as assigned by the manager

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

• Post-Secondary degree or diploma in Health Science
• 2-3 years of management experience
• Experience in writing and managing working instructions, SOPs, and operational documentation.
• 3+ years of experience in Patient Support Programs
• Experience supporting program launches or major operational change initiatives is an asset
• Strong leadership and management skills to effectively lead and motivate team
• Problem-Solving and analytical skills to identify and address challenges
• Highly organized and efficient.
• Experience in coordinating/managing projects.
• Enjoy working in a fast-paced environment.
• Highly collaborative with effective and practical communication skills.
• Can work on multiple projects simultaneously with competing deadlines.
• Collaborative with a positive disposition.
• Comfortable in speaking with various levels of management.
• Bilingual: English and French an asset

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
• RRSP Matching Program
• Employee & Family Assistance 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.

Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process.

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