The Analyst, Patient Support Programs will play a critical role for supporting the operational excellence, performance management, and continuous improvement of Galderma's Canadian Patient Support Program (PSP). Reporting to the Head, Market Access & Patient Experience, this role applies advanced analytical capabilities to transform PSP data into actionable insights, identify performance trends and opportunities, and enable effective vendor and cross-functional decision-making.
The role works closely with the PSP vendor and internal stakeholders to drive efficient, data-driven, compliant program operations that deliver a high-quality, patient- and HCP-centric experience.
Essential Functions:
Data Analytics & Insights
• Analyze PSP datasets to identify trends, patterns, risks, service gaps, and opportunities to
improve program performance, patient access, adherence, and experience.
• Develop actionable insights and recommendations for internal stakeholders and the PSP
vendor, translating data into clear operational priorities.
• Conduct analyses by customer segment, geography, program pathway, reimbursement status,
service type, and other relevant program variables, as permitted and appropriate.
• Perform root-cause analyses to understand drivers of KPI performance, service-level gaps,
patient journey barriers, and recurring operational issues.
• Support scenario modelling, forecasting, and capacity planning to anticipate program volume,
resource needs, and potential operational risks.
• Develop analyses to assess the impact of program enhancements, vendor initiatives, and
process changes. Reporting, Dashboards & Data Visualization
• Design, maintain, and continuously improve PSP dashboards, scorecards, and performance
reports for operational and leadership audiences.
• Automate recurring reporting where possible, improving timeliness, accuracy, consistency, and
efficiency. Prepare regular and ad hoc reports and presentations for internal stakeholders.
• Present complex data and findings in a clear, concise, and audience-appropriate manner,
including executive-ready summaries and recommendations.
• Maintain clear definitions for KPIs, metrics, reporting rules, and calculation methodologies to
ensure consistent interpretation across stakeholders.
Vendor Performance & Operational Governance
• Use data and stakeholder feedback to monitor vendor performance against contractual service
levels, KPIs, quality standards, and continuous-improvement commitments.
• Identify operational risks, recurring issues, and propose mitigation strategies.
• Produce vendor scorecards and performance-review materials, including performance trends,
issue summaries, improvement opportunities, and action tracking.
• Define clear, measurable, and prioritized operational actions for the PSP vendor based on
program insights and stakeholder needs.
• Support monthly and quarterly governance meetings by preparing agendas, performance
packs, decision logs, and follow-up trackers.
• Monitor the completion and effectiveness of vendor corrective actions and improvement plans.
Financial and Invoice Analytics
• Validate PSP vendor invoices against contractual terms, approved rates, patient or service
volumes, and support program activity data.
• Analyze invoice trends and variances, identify discrepancies, and support resolution with the
vendor, Finance, and Procurement.
Compliance & Quality
• Ensure PSP data management complies with Canadian regulations, Galderma policies, and
relevant standards.
• Support audit, quality review, and risk mitigation activities.
Minimum Education, Knowledge, Skills, and Abilities
• Bachelor's degree in business analytics, data analytics, statistics, economics, health
administration, health sciences or a related discipline.
• A post-graduate qualification or certification in data analytics, business analytics, statistics or a
related field is an asset.
• 3-5 years of relevant experience in data analysis, business analytics, patient support programs
or related healthcare/pharmaceutical operations. Experience in vendor performance
management, operational excellence, service delivery or customer/patient support operations
is strongly preferred.
• Demonstrated experience in working with large or complex datasets, identifying insights, and
developing business recommendations.
• Experience dashboards, scorecards, recurring reports and executive-ready presentations,
• Advanced Excel skills, including pivot tables, complex formulas, data validation and analysis of
large datasets.
• Experience with business intelligence and data visualization tools such as Power BI.
• Strong analytical judgement, problem-solving ability and attention to detail.
• Ability to translate quantitative and qualitative findings into practical, prioritized
recommendations.
• Strong written, verbal and presentation skills.
• Demonstrated ability to manage multiple priorities, meet deadlines, and maintain accuracy in a
fast-paced environment.
• Collaborative and customer-focused approach, with an understanding of patient and HCP
drivers.
The annual salary range for the role is $94,400 - $118,000 CAD.
