Senior Manager - Program Management

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC, we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation.  

Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values of Respect, Accountability, Innovation, Quality, Integrity, and Collaboration. We believe in an inclusive workplace that fosters creativity. 

If you are seeking a career that will challenge, inspire, and reward you, join us at UBC! 

This is a people leadership role with the responsibility to grow and expand new teams within our Patient Access Services Division.

Brief Description: 

Provide senior managerial duties for appointed program(s) by overseeing the facilitation, managing, informing, training, and recruiting of employees. Strategic client contact for program(s) to which employee is assigned. Manages day-to-day activity of program(s) and supervisory team. May have multiple and/or complex programs. Extensive interaction with internal and external customers. Significant participation in strategic planning. Reviews contracts and is accountable for proper execution of contract terms. Works with Senior Director or Director to develop policies, procedures, and the business work plan for assigned program(s) in corresponding site(s). Sets priorities for the team to ensure task completion, coordinates work activities with other managers. Work is reviewed for soundness of judgment and overall quality and efficiency.
 

Specific job duties:

• Ensure that all managers, associate managers and supervisors are fully able to provide support to the associates that provide contracted services to the patients and the healthcare providers with the utmost customer service. 
• Oversee appointed managers for projects to ensure all project activities are complete and support the escalation process. 
• Manage program(s) per the scope of work, program business rules and standard operating procedures within the contracted budget in one or more sites. 
• Monitor program statistics and metrics. 
• Resolve complex cases.
• Day to day contact with complex clients for issue resolution. 
• Lead the analysis and writing of client reports and other deliverables, as applicable. 
• Presentation of program information to internal and external customers to include Monthly/Quarterly Business Reviews.
• Works with Manager(s) and Assoc Manager(s) to analyze the operations and efficiency of the program(s). 
• Acts as a liaison for other operational departments to research and resolve client issues. 
• Provide managers with any issues or follow-up activities that need to occur with clients, participants within a project and/or employee in regard to daily responsibilities.
• Acts as a mentor to other Managers.
• Support efforts to deliver materials that are sponsor-authored /approved to ensure responses and documentation of calls are accurate and concise per GDP and program business rules within the program database. 
• Support the appointed Project Manager in the creation of SOPs, project specific procedures and training materials including maintenance of the documents/processes.
• Support the appointed Project Manager in the creation and building of portal designs and requirements for electronic application solutions. 
• Contributes to strategic and business planning for the program(s) by participating in planning activities company-wide, identifying project initiatives and operational issues, coordinating research and developing recommendations based on that research. 
• Assists with development and tracking of budget.
• Participate in interviewing prospective employees, evaluating current employees, and train employees as needed. 
• Work to develop employee’s supervisory skills and provide direction to supervisory staff concerning performance management issues and corrective disciplinary actions.
• Cultivate and manage relationships with key contacts in professional organizations and medical professional societies. 
• Ensure the projects are scalable for the current and future term. 
• Ability to travel as needed
• Actively participates in in-person and virtual meetings/events (internal and external)
• Other duties as assigned.

Supervisory Responsibility: 

1-15 Direct Reports

Desired Skills and Qualifications:

• Bachelor’s degree in relevant discipline or Associate’s Degree and equivalent work experience
• 8 – 12 years relevant experience, or 6 – 10 years of experience with Master’s degree
• 5 years of related healthcare or pharmaceutical experience 
• 4 years previous managerial experience 
• Strong computer skills with specific aptitude in Microsoft Office 
• Excellent verbal and written communication and presentation skills
• Strong analytical and problem-solving skills
• Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency
• Highly developed written communication and documentation skills to develop program materials, program specific procedures, and application requirements
• Client interfacing skills to cultivate and manage relationships
• Strong analytical skills
• Ability to analyze information and target trends
• Organize people and systems to achieve goals
• Working knowledge of customer service processes preferred