Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today! Job Details Principales Fonctions Et Responsabilités: Superviser les adjoints afin de garantir leur capacité à gérer les appels et fournir un service à la clientèle approprié, documenter les exigences dans le système, et gérer les appels de suivi; Surveiller le rendement des membres du personnel pour évaluer les besoins et les exigences liés à la formation; Apporter sa contribution à la planification afin de fournir des effectifs suffisants; faire des recommandations à la gestion pour les changements nécessaires. Contribuer à l’assurance de la qualité et aux initiatives d’amélioration de la qualité; faire des recommandations pour des changements dans les opérations et contribuer à l’exécution de ces changements; Gérer des projets, y compris, mais sans s’y limiter, les programmes de remboursement, la conformité et les programmes basés sur l’éducation, ainsi que les programmes cliniques de soutien aux patients; Mettre en œuvre des projets de centres d’appels désignés; Concevoir et développer de nouveaux projets, incluant le développement de protocoles, l’affectation des ressources et la création de la base de données; Évaluer de façon continue les points forts et les faiblesses des projets et des domaines susceptibles d’amélioration; Produire tous les rapports relatifs aux projets; Participer aux réunions avec les clients; Entretenir des communications quotidiennes et continues sur les projets des clients; Identifier et mettre en œuvre des stratégies de recrutement de personnel et participer au processus d’embauche. Responsable de signaler tous les événements indésirables aux départements concernés. D’autres fonctions et tâches peuvent aussi être confiées au gestionnaire de programme de temps à autre, selon les besoins. Primary Duties and Responsibilities: 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. Responsible to report all Adverse Events to the assigned units/departments The Program Manager will also be assigned other duties and tasks as required from time Expérience Et Niveau D'Éducation Requis: Au moins un diplôme universitaire en administration des affaires ou en sciences, ou expérience équivalente; Antécédents en sciences ou en soins de santé, un atout; Minimum de 3 ans d’expérience dans l’industrie pharmaceutique/biotechnologique ou les industries liées à la santé; Solide expérience en gestion de clients, un atout; Minimum de 2 ans d’expérience en gestion de projets ou de programmes; Minimum de 2 ans d’expérience en gestion du personnel Expérience en remboursement considérée comme un atout; La désignation IA ou IAA est un tout et peut être exigée pour des programmes particuliers. Compétences, Connaissances Et Aptitudes Requises: Connaissance approfondie de l’industrie de la distribution pharmaceutique Connaissance pratique de système automatisé de gestion d’entrepôt Sens aigu des affaires et des finances r Solides compétences analytiques et mathématiques Aptitude à communiquer efficacement à l’oral et à l’écrit Aptitudes interpersonnelles et de leadership efficaces Sens de l’organisation; attention aux détails Capacité à respecter systématiquement les échéances Excellentes aptitudes de résolution de problèmes; capacité à résoudre les problèmes de manière efficace et efficiente Maîtrise de la technique de présentation Connaissance de Microsoft Word, Excel, PowerPoint et autres programmes Office Experience and Educational Requirements: Minimum University Degree in Business Administration, Science or equivalent experience; Science / healthcare background an asset; Minimum of 3 years' experience in the pharmaceutical/biotech or healthcare-related industries; Strong client management experience an asset Minimum 2 years’ experience in project or program management; Minimum 2 years of People management experience Experience in reimbursement considered an asset; RN/RPN designation an asset and may be required by specific programs Minimum Skills, Knowledge and Ability Requirements: Advanced knowledge of pharmaceutical distribution industry Working knowledge of automated warehouse operating system Strong business and financial acumen Strong analytical and mathematical skills Ability to communicate effectively both orally and in writing Effective interpersonal and leadership skills Effective organizational skills; attention to detail Ability to consistently meet deadlines Excellent problem-solving skills; ability to resolve issues effectively and efficiently Excellent presentation skills Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs The successful candidate may have daily contacts with unilingual English-speaking customers, patients or peers from cross-functional teams. #LI-FA1 What Cencora offers We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. Full time Equal Employment Opportunity Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned Accessibility Policy Cencora is committed to fair and accessible employment practices. When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment. Affiliated Companies: Affiliated Companies: Innomar Strategies Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them. We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health. Recruitment scams are on the rise and the intent is to target individuals looking for employment opportunities. To protect yourself, we urge you to be vigilant and follow these guidelines. 1.) Research the Company: Thoroughly research any company before applying or sharing personal information, check their website, read reviews, and verify their legitimacy. 2.) Be Wary of Unrealistic Promises: Exercise caution If a job posting offers high salaries and minimal qualifications. Legitimate jobs will have realistic expectations and provide detailed job requirements. Jobs at Cencora can be found on Cencora.com/careers 3.) Guard Your Personal Information: Only share sensitive information after vetting the employer’s credibility. Avoid sharing your Social Security number, bank account details, or identification documents during the application process. Cencora does not request this information as part of the employment application. 4.) Avoid Upfront Payments: Legitimate employers do not require payment during the hiring process. Be suspicious if you are asked to pay for training materials, processing fees, or background checks before securing a job offer. Cencora will never ask you for payment information during the hiring or onboarding process. 5.) Verify Communication Channels: Scammers often use free email services or chat platforms without providing an official company contact information. Cencora recruiters will have an email address ending in @cencora.com, @alliance-healthcare.net, @alliance-healthcare.co.uk, alliance-healthcare.fr or alliance-healthcare.ro Remember to stay vigilant and informed about common scam tactics to reduce the risk of falling victim to fraudulent employment schemes. If you believe you have encountered a job scam posing as a Cencora opportunity, please report it immediately to: GlobalTalentAcquisition@Cencora.com
