Associate Program Manager
We are seeking a highly organized and collaborative Associate Program Manager to support day-to-day operations within our patient support programs, ensure high-quality service delivery, and contribute to continuous improvement across teams. In this role, the APM will oversee frontline associates, assist with program execution, support quality initiatives, and collaborate closely with leadership to ensure program standards are met. This position is ideal for someone with experience in PSPs, strong leadership capabilities, and the ability to manage both people and processes in a dynamic environment.
Key Responsibilities
Team Oversight & Daily Operations
Oversee associates to ensure they can manage inbound/outbound calls, provide appropriate customer service, document accurately, and complete follow-up activities.
Monitor associate performance to identify training needs and support development.
Assist in the daily operations of one or more patient support programs.
Assign daily tasks and projects to associates based on program needs.
Provide input into scheduling to ensure adequate staffing and recommend adjustments when required.
Quality, Compliance & Process Support
Support quality assurance and quality improvement initiatives across the program.
Assist in the creation and implementation of SOPs and work instructions.
Contribute to the design and development of new projects, including protocols, resource allocation, and database requirements.
Support monthly reporting, including review and data clean-up to ensure accuracy and completeness.
Project & Client Management
Assist with project management activities related to reimbursement programs, compliance initiatives, education programs, and patient support services.
Lead or participate in client meetings as needed.
Support daily and ongoing client communications, escalating issues to the Program Manager when appropriate.
People & Recruitment Support
Participate in recruitment strategies and assist in the hiring process for new staff.
Provide day-to-day support to associates and contribute to maintaining a high-performance environment.
Additional Responsibilities
Perform other duties and tasks as assigned.
Understand that responsibilities and reporting structures may change over time in alignment with business needs; such adjustments do not constitute a fundamental change in employment terms.
Essential Skills & Qualifications
Education & Experience
University degree in Business Administration, Science, or equivalent experience.
Experience working within patient support programs is required.
Previous management experience strongly preferred.
Bilingual proficiency in English and French is consider an asset.
Experience in pharmaceutical or healthcare-related industries is an asset.
Experience with project management or reimbursement programs is an asset.
Core Competencies
Excellent verbal and written communication skills.
Strong interpersonal and leadership abilities.
Effective organizational skills and a high attention to detail.
Ability to collaborate with internal teams and external stakeholders.
Ability to work in a fast-paced environment and manage competing priorities.
PSPSync operates in the patient support program services sector, providing comprehensive support to pharmaceutical companies and healthcare organizations. The company specializes in managing patient support programs (PSPs) that include reimbursement assistance, patient education, compliance initiatives, and patient services. PSPSync handles inbound and outbound patient communications, manages complex healthcare workflows, and supports pharmaceutical companies in delivering patient-centric services. The organization focuses on quality service delivery, regulatory compliance, and continuous improvement in patient support operations.
