Manager, Patient Care Services

Anne-Danielle Houde

Toronto, ON Tel: 416-***-**** actcmi@r.postjobfree.com

Management / Operations / Reimbursement

Professional Profile

Bilingual Operations Manager with 10+ years of international patient support & medical reimbursement program expertise, overseeing a team of 18+ employees. Consistently recognized for exceeding key performance goals & service level agreements and maintaining a high level of employee retention. Areas of Expertise

Reimbursement Program Management Market Access Operations Patient Support Program

Development and Execution

Private and Public Payer

Knowledge Expertise

Client Relationship

Management

Quality Support &

Assurance

Skills

Bilingual French & English: written and verbal

Superior client service skills at an executive level

Seasoned experience in development & presentation of Patient Support Programs & developing RFP’s

Proven leadership capacity, fostering and maintaining positive team environments and cultures

Strong project management and decision-making capabilities Professional Experience

Create and manage Canadian Patient Care Services team and Patient Support Programs.

Collaborate with and educate private payors and align on new reimbursement opportunities and efficiencies.

Responsible for re-aligning company policies and procedures to enhance proficiencies.

Provide inside sales support to territory sales team. Working with Canadian Sales Managers and their teams to provide best patient care and aggressively meet sales targets.

Consistently achieve & surpass monthly sales goals and service level agreements and key performance indicators.

Responsible for internal budgets, and comprehensive surveying and reporting

Country Lead for new systems creation, working closely with all International Operations Managers, Directors and Vice-Presidents on numerous assignments as Canadian Project Lead. Manager, Patient Care Service at Bioventus May 2015 – Present www.bioventusglobal.com

Bioventus develops and markets therapies that work to enhance the body’s natural healing process, clinically proven orthopaedic therapies, including osteoarthritis pain treatments, bone fracture healing systems, and biologic bone technology. As Manager of Patient Care Services, I am responsible for Canada’s patient care team and all operational responsibilities for the Patient Support Programs on an International level.

Achieved lowest departmental employee turnover within the entire organization

Ensure that each employee provides dedicated patient support and reimbursement support through call monitoring, evaluating, coaching, and meeting objectives; measuring performance through monthly appraisals and performance management

Independently and cohesively developed comprehensive annual strategic and tactical functional plans

Routinely meeting or exceeding objectives through effective motivation and management.

Increased efficiencies by creating new roles and responsibilities, standardizing processes and effective time management.

Creating, implementing and presenting new tactics to clients.

Manage entire scope of planning, logistics and patient support execution

Recruit, manage and mentor a full Bilingual Medical Reimbursement Team, Team Leaders, Administrators and Fulfillment team

Accountable for SOPS, Work Instructions, ISO Audit preparation etc.

Managed ongoing implementation of all tactics including successful development, and creative execution of launch of various initiatives, programs and pilots

Worked directly one-on-one with CEOs and Senior Management to approve plans and prove results measurement

Represented and promoted Adjuvantz by providing extensive reimbursement support, as well as health and drug related information to internal and external parties by providing counseling and problem solving expertise for the Health unit

Successfully customized the support program to accommodate each HCP, Medical Site and Single Point of Contact to facilitate communications, quality and better patient care

Responsible for monthly and quarterly reporting against all deliverables and established metrics for clients, medical professionals and account management to track current trends and identify areas where additional opportunity exists.

Advocated on behalf of patients by discussing and analyzing the party’s situation. Provided superior reimbursement support, referrals and coordinate on-site and/or off-site services, research on behalf of the party. Education

University of Phoenix - Chicago Campus, 2012 – Successful Management Program Sheridan College – Davis Campus, 2001– General Arts and Sciences, Psychology Development

Ongoing Seminars & Management Training Programs – Market Access Research, Partners in Leadership, Face-to-Face Drug Management Conferences.

Case Manager / Account Management 2009 – 2011

Senior Reimbursement Specialist 2005 – 2009

ADJUVANTz (a division of Zurich Canada) / www.adjuvantz.com Program Supervisor, Reimbursement 2011 – 2015

ADJUVANTz (a division of Zurich Canada)

www.adjuvantz.com

Adjuvantz supports patients with chronic illness and disease & provides assistance programs through pharmaceutical & biotechnology organizations. Core service offerings include reimbursement, financial, compliance, and adherence, persistency, and retention activities. As Program Supervisor, I created and implemented Patient Support Programs and managed an internal team (20+) to execute our patient support services to the highest level of accountability.

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