Job Title: Manager Specialty Patient Services

Location: Mississauga
Employment Type: Permanent

Reason for Vacancy: Replacement

Work Arrangement: Hybrid

Department Name: Advocate Services

Pay Typed: Salary

Pay Range: $88,000 - $117,000

Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role.

Job Summary

As Part of the Specialty Programs team, the Manager, Specialty Patient Services contributes to implementing and executing strategies as they relate to Specialty patients, initiatives and operations. Reporting to the Senior Manager of Specialty Programs of Pharmacy, the Manager, Specialty Patient Services leads a team of direct reports supporting patients, pharmacies, Patient Support Programs and other stakeholders in an expert advisory capacity. This role provides technical & advisory support to the Specialty Support Services team and acts as an escalation contact for complex eligibility issues.

Key Responsibilities

• Lead workforce planning, budgeting, and forecasting activities, ensuring effective utilization of resources and alignment with organizational objectives and growth strategies.
• Develop and present executive-level reports, business insights, and strategic recommendations to senior leadership, translating operational data into actionable plans.
• Build and maintain strong cross-functional partnerships with internal and external stakeholders to drive strategic initiatives, improve patient experiences, and deliver business outcomes.
• Lead, coach, and develop a high-performing Specialty Patient Services team, fostering a culture of accountability, engagement, continuous improvement, and patient-centered service excellence.

• Drive operational excellence by managing team capacity, scheduling, workflow distribution, and resource allocation to optimize service delivery, maximize efficiency, and ensure timely patient support.
• Own department performance by establishing clear goals, monitoring key performance indicators (KPIs), and ensuring achievement of service, quality, productivity, and business objectives.
• Foster a people-first culture through regular coaching, performance management, succession planning, and talent development to strengthen team capability and support career growth.
• Ensure onboarding, training, and ongoing development programs are effective, equipping team members with the knowledge, tools, and process documentation required to perform successfully.
• Champion change management initiatives, ensuring the successful implementation of new programs, processes, technologies, and best practices across the Specialty Patient Services function.

Qualifications:

• College or university degree or equivalent
• 3+ years of leadership and management experience.
• Experience in specialty pharmacy, patient support programs, reimbursement, or healthcare operations.
• Strong knowledge of pharmacy benefits, patient support programs, provincial drug coverage, specialty medications, reimbursement processes.
• Strong business acumen with an ability to manage process to deliver optimal value to ESC and its clients
• Registered Pharmacy Technician Certification considered an asset
• Strong working knowledge of CRM software and other business development tools
• Excellent proficiency with MS Office Suite (Word, Powerpoint, Excel)
• Experience leveraging AI-assisted tools, automation, and digital solutions to improve operational efficiency, service delivery, and team performance.
• Effective organizational skills with exceptional attention to detail.
• Experience adapting to and learning new systems, technologies, and processes.
• Experience identifying trends and process gaps, analyzing information, recommending, developing and implementing creative and effective solutions and providing strategic input.
• Demonstrated problem-solving skills with a strong focus on quality, service excellence, and patient experience.
• Excellent interpersonal, communication, and relationship-building skills.
• Experience leading cross-functional projects and collaborating with diverse stakeholder groups
• Demonstrated accountability for achieving results, meeting performance objectives, and consistently delivering on deadlines.

Why Join Us

• Competitive compensation, benefits and pension plan
• Career development and advancement opportunities
• A culture that celebrates innovation and collaboration
• Flexible work options and wellness programs

Pre-Employment Requirements

All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy. Within ESC, for certain positions, obtaining and maintaining a federal government security clearance is a bona fide occupational requirement. Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations. Failure to obtain or maintain the required clearance will result in withdrawal of the offer or termination of employment.

Our hiring process includes AI-powered tools to conduct video interviews, take notes and score candidates; however, all scores will be reviewed by hiring managers and our Talent team before making a decision.

Internal Applications Deadline: September 3, 2026