Special Projects Manager, Patient Experience

Neighbourly Pharmacy is looking for an Special Project Manager, Patient Experience to join our expanding Pharmacy Strategy team, to support the continued growth and execution of our key initiatives and enhancing performance of our 300+ pharmacies across Canada! We have support offices located in ON, MB and SK, however this role can be located anywhere in Canada.

About Us:

Neighbourly Pharmacy is Canada's largest and fastest-growing network of community pharmacies. With over 300 locations, our team of experienced industry leaders are passionate about providing exceptional patient care to our communities. We have been recently recognized as one of Canada’s Best Managed Companies. We know that our people are our most valuable asset, and we take pride in helping our employees realize their career goals.

Our Growth:

Neighbourly Pharmacy is continuing to grow rapidly across Canada.  In March 2024, Neighbourly Pharmacy returned to being a privately-owned company and was also recognized as the one of the Best Managed Companies in 2024 (sponsored by Deloitte Canada Best Managed Gold Standard Winner), Canada’s Top Growing Companies (by Globe and Mail) 3 years running and recognized on the 2022 The New Innovators list (by Canadian Business magazine & in partnership with the Brookfield Institute for Innovation + Entrepreneurship).

We thank all those who apply, however, only those that qualify for an interview will be contacted.

Location:

This role is remote, and may require travel into the office for meetings as required by department leaders.

JOB DESCRIPTION:

This Special Projects Manager, Patient Experience will report to the Senior Director, Patient Experience and Clinical Programs, and will be responsible for developing and translating strategies to the stores and arming our pharmacy teams with the tools and resources they need. We are seeking someone who is passionate about our mission of increasing access to care across Canada, particularly in the rural and remote communities we serve.

RESPONSIBILITIES:

Pharmacy Operations:

• Collaborate on pharmacy workflow process changes with Director, Workforce Planning & Process Optimization and Regional Pharmacy Directors
• Develop standard operating procedures for different types of patient care programs and disease specific care platforms based on regional and national regulatory guidelines
• Develop detailed job aides and training programs to support store teams
• Identify, audit, and roll-out physical store infrastructure and layout changes to support increased patient care program delivery
• Collaborate and pursue business development opportunities with prescribers and potential clients related to special projects and beyond as required

Project Management and Change Management:

• Implement project management tools to manage risks, escalate and resolve issues, track patient experience progress against goals
• Conduct regular reporting to track store, region, and national progress against corporate goals and prepare updates for the Senior Leadership Team
• Develop and deploy change management strategies to secure store buy-in and engagement, such as communications, marketing materials, recognition and rewards, training and support plans

Cross-Functional Collaboration:

• Facilitate cross-functional reviews to ensure collaboration and best practice sharing across regions
• Partner with Human Resources to identify incentive structures to motivate store teams
• Partner with IT teams to identify and implement tools to support scheduling, clinical documentation, and workflow support
• Partner with Analytics teams to build and monitor real-time reports to track patient experience program progress against goals, driving insights on opportunities for intervention

• Partner with Marketing teams to design and execute marketing campaigns to generate patient demand and awareness for extra care programs.

QUALIFICATIONS & SKILLS

• Registered Pharmacist with practical clinical experience preferred. In-depth knowledge of pharmacy retail operations and regulatory requirements.
• 5+ years of experience in a health services environment, retail pharmacy preferred.
• An undergraduate degree in Project Management, Health Care/ Informatics, Business Administration, or related field is an asset.
• Strong strategic planning and execution skills
• Ability to influence without authority, gaining buy-in from stakeholders at different levels
• Analytical mindset with the ability to make data-driven decisions
• Superior interpersonal skills, excellent verbal and written communication skills
• Build and maintain relationships by engaging leaders to establish credibility, solve problems, build consensus
• Experience leading change management programs and driving customer adoption
• Strong team player with the ability to lead, influence, and solve problems as they arise within diverse functional groups
• Creative thinker with ability to think outside the box and come up with innovative solutions

Neighbourly Pharmacy is an equal opportunity employer. We are committed to deliver accessibility and equality to all job applicants, staff, and our customers. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.