Introduction to role:Are you ready to build patient services that make timely access real for people across Canada? In this role, you will design, implement, and continuously optimize patient support programs that reduce friction for patients and healthcare providers while strengthening trusted partnerships across the health system. Your work will directly shape how people start and stay on therapy, turning insights into action that improves outcomes.
You will help grow a centre of excellence for patient services-initially supporting a defined portfolio with scope to expand across therapeutic areas as needs evolve. Operating as a highly visible individual contributor, you will collaborate across Market Access, Medical, Compliance, Legal, Pharmacovigilance, Finance, and Brand/Commercial to translate market dynamics into effective, compliant programs. Do you flourish with influencing without authority, aligning diverse partners, and turning sophisticated reimbursement challenges into clear solutions?
Accountabilities:- Patient Support Program Leadership: Lead the design, implementation, and optimization of patient services that deliver seamless, high-quality experiences for patients, healthcare providers, and partners-focusing on access, engagement, and adherence.
- Cross-Functional Collaboration: Partner with Market Access, Medical, Compliance, Legal, Pharmacovigilance, Finance, and Brand/Commercial to convert insights and evolving market dynamics into practical program improvements that drive measurable impact.
- Vendor Leadership: Set clear expectations and performance measures (SLAs, targets, SOWs), guide innovation and efficiency, and resolve issues quickly to ensure reliable, high-performing services.
- Strategy and Program Design: Contribute to centre of excellence strategy through journey mapping for patients and HCPs, identification of barriers, and development of targeted solutions that improve access and retention.
- External Environment Scanning: Stay current on Canadian reimbursement policy, payer dynamics, and industry standard methodologies; translate intelligence into actionable recommendations that anticipate change and reduce risk.
- Insight Gathering: Use approved engagement methods, including advisory boards, to gather compliant insights and feed continuous improvement in program experience and outcomes.
- Budget Ownership: Manage program budgets in partnership with Finance, including forecasting, procurement, reconciliations, and contract compliance to safeguard value and performance.
- Performance Measurement: Define critical metrics, build dashboards, lead post-launch hyper-care, and drive continuous improvement to elevate experience, accelerate time-to-therapy, and sustain adherence.
- Governance and Compliance: Adhere to SOPs, escalation pathways, and risk management processes to maintain trust and operate with integrity in a regulated environment.
- Reimbursement Navigation Support: Anticipate and resolve access barriers across public and private payers and support appeals as required to secure sustainable, timely access for patients.
Essential Skills/Experience:- Proven experience in patient support programs within the pharmaceutical industry or experience working with third-party PSP vendors.
- Proven success launching and operationalizing patient services in a regulated environment.
- Post-secondary education in health sciences, business, or a related field (or equivalent experience).
- Strong understanding of Canadian public and private reimbursement pathways, including navigation and appeals processes.
- Demonstrated experience in program, project, and vendor management, including budget ownership and contract/SOW oversight.
- Strong analytical skills with the ability to translate data and insights into practical actions.
- Excellent communication and interpersonal skills, with experience working in highly matrixed organizations.
- Ability to influence without authority and align diverse partners toward shared goals.
Desirable Skills/Experience:- Bilingualism (English/French) is considered an asset.
