Customer experience manager Jobs in Oshawa, ON

Virtual ON

Virtual Ontario

3-250 Shields Court

Markham, ON L3R9W7, CAN

Work Hours : Standard Business Hours Monday to Friday

Travel Required : Up to 50% to the Markham Office and Clinic locations within Ontario

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. 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.

The Opportunity :

The Infusion Experience Manager (IEM) is responsible for creating optimized infusion experiences for patients and care partners. The focus of this role is to ensure that the patient's pathway to infusion is easy, meets patient and prescriber preferences and is managed entirely by the program. This role will remove barriers to infusion and operationalize a quality experience on behalf of the patient. The IEM will collaborate with infusion providers and clinics to ensure operational excellence and seamless delivery of quality infusion services.

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

• Establish, foster and maintain relationships with Infusion service providers nationally
• Responsible for the auditing of infusion clinics physical, operational and professional standards to ensure safe and optimal patient care
• Act as a single point of contact for all infusion partners and respond to queries in a timely manner
• Collaborate with infusion providers to develop effective operational processes to ensure fluidity of operational effectiveness
• Facilitate compliance with patient support program protocols and procedures
• Engage with individual clinics to understand their needs for the safe administration of products and to ensure a seamless post-infusion reporting process
• Create clinic relationship management plans, including service commitment, issue management, and KPIs
• Responsible for the negotiation, initiation and ongoing management of all infusion partners' contracts, including but not limited to Master Service Agreements and Statements of Work
• Will schedule and facilitate regular touchpoints with all infusion 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 infusion providers
• Develop a patient satisfaction program including active measurements of patient satisfaction with infusion scheduling and infusion clinic 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
• Ensure vendor compliance with program protocols and procedures
• Monitor individual infusion clinic and infusion vendor performance through feedback, issue management, and ongoing discussions
• Ensure all vendors receive appropriate training and resources to infuse the product
• Additional duties as determined by your Manager

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

What makes you a great fit for this team :

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

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.

J-18808-Ljbffr