POSITION SUMMARYCelltrion is seeking an experienced Nursing Leader to join our team and oversee the management of a field-based nursing team within the Patient Support Program (PSP) for Western Canada. This role requires a strong leader with background in the pharmaceutical industry, particularly in biologics/biosimilars. The successful candidate will supervise, mentor and support a team of nurses engaged in the PSP, including external nurses working within the Celltrion Connect Program.
Reporting to the Celltrion Healthcare Canada's PSP Lead, this role will be responsible for overseeing a team of nurses working in external patient support programs. This role is responsible for managing Field Based Team, collaborating with the commercial team and ensuring high levels of satisfaction among patients and prescribers.
Candidates must be comfortable with continuous improvement and implementing change as well as embrace the opportunity to shape an area of strategic importance for Celltrion, all while keeping the patient at the center of everything we do.
Position may require up to 40% travel across geography.
KEY ROLES AND RESPONSIBILITIES- Supervise, mentor, and support a team of nurses engaged in the patient support program. This nurse will also be responsible for supporting external nurses that work within the Celltrion Connect PSP realm
- Develop and implement schedules to optimize field based- coverage and ensure efficient use of resources
- Conduct regular performance evaluations and provide feedback to enhance team effectiveness
- Monitor and manage time spent by nurses in the field to ensure adherence to program guidelines and optimal patient and health care practitioner engagement
- Coordinate with commercial team to align on program objectives with business goals and address any operational challenges tied to the nursing team
- Implement strategies to enhance patient and prescriber satisfaction, including monitoring feedback and addressing concerns promptly
- Serve as a liaison between the nursing team, commercial team and, other stakeholders to ensure seamless program execution
- Contribute to the development and refinement of patient support program based on feedback and evolving needs
- Ensure compliance with relevant regulations, guidelines, and organizational policies
- Facilitate ongoing training and development for the nursing team to maintain up-to-date knowledge and skills
- Participate in weekly, monthly, and quarterly business reviews with PSP provider and Celltrion management team
- Collect feedback from the program and communicate regularly to Celltrion functional leads and sales team
- Manage and optimize Key Performance Indicators (KPIs) to maximize program impact across all elements including phone support, patient enrollments, and reimbursement navigation
- Continuously strive to differentiate versus other PSPs, via exceptional patient and customer service
- Support staffing recruitment program through interviewing and selection of candidates
- Act as conduit between Celltrion and PSP vendor managing the interactions with patients and prescribers to ensure timely issues resolutions
WORK EXPERIENCE- 3+ years of Patient Support Program management experience within the pharmaceutical industry and/or 5+ years of relevant experience
- Experience working with or within a pharmaceutical company
- Experience working in biologics/biosimilars (immunology specifically Gastroenterology, Rheumatology, Dermatology, and Oncology)
- Experience with program launches, new service launches, program transitions considered an asset
- Strong understanding and experience:
- Managing field nurse case manager and optimizing customer satisfaction
- Data analysis and reporting
SKILLS AND SPECIFICATIONS - Solid ability to quickly grasp diverse therapeutic areas
- Proven experience in a nursing leadership role, particularly in a patient support or field-based program
- Demonstrated experience with execution of PSP updates, changes, and new service offerings
- Strong analytical ability and experience working with KPIs, program statistics, and a variety of data sets
- Demonstrated ability to manage multiple priorities, tasks, timelines, and dependencies
- Strong project management skills: ability to stay on top of and lead multiple projects concurrently
- Ability to proactively manage interactions and communications with stakeholders, capture feedback, resolve issues and implement mitigation plans
- Strong understanding of the pharmaceutical sales and marketing functions, relationship building, value-based approaches, and sales-based metrics and KPIs
- Customer-facing experience required with an unwavering commitment to creating exceptional experiences for our patients and prescribers
- Demonstrate enthusiasm, strong initiative, high sense of urgency, and comfort managing conflicts
- Proven results delivering significant business changes within a fast-paced, cross-functional, and matrix environment
- Demonstrated ability working cross-functionally to align, motivate, and coordinate team members to collectively define and achieve critical milestones
- Excellent communicator- verbal, written and presentation skills
- Bilingualism (English/French) considered an asset
EDUCATION - Graduate of Registered Nursing Program or Registered/Licensed Practical Nursing program holding current registration from a provincial licensing body in Canada
- CCPE courses considered an asset
