Position Type: Full-time
Department: Patient Support Program
Work Location: Markham, ON
Work Arrangement: Hybrid
Work Hours: Monday to Friday, Standard Business Hours (EST)
The Opportunity:The Senior Director, Patient Programs leads the strategy, operations, and performance of large-scale patient programs, ensuring exceptional service delivery, strong client satisfaction, and alignment with corporate objectives. This role oversees program execution, continuous improvement, financial performance, and cross-functional collaboration while driving innovation across the patient journey. The Senior Director manages key client and partner relationships, supports business development, and ensures governance across contracts, change management, and operational processes. As a senior people leader, the role is responsible for talent management, succession planning, and overseeing a high-performing, future-ready team that delivers sustainable, scalable, and best-in-class PSP solutions.
A Day in the Life (What you will do here):Program Oversight and Delivery- Provides overall leadership and oversight of program operations, intervening when needed to ensure all client deliverables are met.
- Ensures proactive resourcing through regular reviews with directors and ongoing coaching to support high-quality client communication.
- Identifies, documents, and mitigates risks through a structured risk-management process.
- Anticipates operational issues and drives action plans with consistent follow-up to
- ensure timely resolution.
- Ensures all client interactions are consistent, solutions-oriented, and aligned with service
- Builds and maintains strong, positive relationships with internal teams, clients, and external partners.
Operational Excellence and Continuous Improvement- Develops, implements, and maintains the PSP escalation process to optimize operations and resolve issues efficiently.
- Owns the PSP Continuous Improvement Process (CIP) and communicates insights and impact to cross-functional partners.
- Ensures all program changes follow the established change-request process and provides coaching to the team on its use.
- Focuses on process workflow improvement and ideation around opportunities to streamline process for programs in partnership with Pharmacy, IT and other associated teams to optimize the patient and provider experience
Contracting, Compliance, and Business Support- Owns the development and review of MSAs and SOWs, ensuring alignment with strategic and operational priorities.
- Conducts quarterly contract reviews to track renewal timelines and initiate required actions.
- Oversees adoption and utilization of the PSP change-request (CR) process.
- Supports business development through capability presentations, proposal development, pricing models, and pitch preparation.
- Partners with BD to execute and evaluate new program launches and manages the BD-to-PSP handoff process.
Strategic Leadership and Cross-Functional Alignment- Maintains the PSP Road Map and ensures alignment with corporate strategy, OKRs, and organizational objectives.
- Prepares and updates budgets, forecasts, and strategic planning materials several times per year.
- Represents PSP in corporate forums related to strategy, issue management, budgeting, and business planning.
- Defines operational and resource requirements with a focus on profitability, scalability, and long-term sustainability.
- Collaborates with program management to enhance brand support, including opportunities for PSP innovation and real-world evidence.
- Promotes cross-functional collaboration to ensure organizational alignment in patient services.
Performance Measurement and Financial Management- Develops and reports key program metrics and KPIs to the senior leadership team on a quarterly basis.
- Collects and analyzes client and patient feedback to assess satisfaction and identify improvement opportunities.
- Owns PSP revenue and OPEX targets and applies financial management principles to support organizational goals.
- Reviews monthly P&Ls and presents PSP financial performance.
- Stakeholder Engagement and External Partnerships
- Builds and maintains trusted relationships with key clients and external partners, including infusion and nursing providers.
- Maintains a network of professionals and consultants to support emerging project needs.
- Participates in manufacturer strategy discussions and contributes PSP insights to broader business planning.
- Demonstrates accountability and a solutions-focused approach to closing performance gaps and driving continuous improvement.
Senior Leadership and Talent Development- Provides strategic leadership to the PSP team, ensuring clarity of purpose, strong performance, and alignment with organizational goals.
- Leads talent management activities, including recruitment, onboarding, performance management, and succession planning to build a resilient and future-ready team.
- Drives team motivation and engagement through clear expectations, regular feedback, and recognition of high performance.
- Develops career growth strategies for direct reports, supporting skill development, advancement opportunities, and long-term professional success.
- Fosters a culture of accountability, collaboration, and continuous learning across the team.
- Additional projects and/or job duties as may be relevant to the role.
What you need to ensure you are set up for success:- Bachelor's degree in Health Sciences, Nursing, Pharmacy, Business, or a related field; Master's degree (MBA, MSc) preferred.
- 10-15+ years of progressive experience in patient programs, patient services, healthcare operations, or life sciences.
- Minimum 5+ years of experience leading complex, large-scale programs with a strong operational leadership background.
- Demonstrated expertise in designing, scaling, and optimizing patient programs across the full patient journey, including access, reimbursement, hub services, and PSPs.
- Proven ability to manage complex vendor relationships and collaborate effectively with Medical Affairs, Commercial, Legal, Compliance, and Pharmacovigilance.
- Experience launching or transforming specialty patient programs considered an asset.
- Strong understanding of emerging technologies, industry trends, and their strategic impact on key clients.
- Dynamic leadership capabilities with a track record of motivating multidisciplinary teams and fostering continuous learning.
- Strong financial acumen with the ability to interpret financial data, manage budgets, and review monthly P&Ls.
- Exceptional project management skills with experience leading initiatives from concept through implementation.
- Strong analytical, conceptual, and problem-solving skills, including the ability to develop innovative solutions and new program concepts.
- Demonstrated critical thinking and creativity in addressing internal and external client needs.
- Strong interpersonal and leadership skills with the ability to develop, coach, and grow talent.
- High organizational agility with the ability to lead teams through change and model adaptability.
- Strong business acumen and strategic thinking capabilities.
- Formal operational qualifications (e.g., Six Sigma or equivalent) will be considered a strong asset.
What makes you a great fit for this team:- Your commitment to providing a high level of service to your internal and external clients.
- You are highly adaptable with a track record of success during times of growth and organizational change.
- You have a proven track record of developing trust and influence at multiple levels.
- You demonstrate an impactful and candid communication style.
- You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.
Why join Sentrex?We value our employees! Our permanent full-time employees are provided with a:
- Competitive Salary and generous vacation entitlement
- Wellness Program (5 paid days off for your well-being!)
- Paid Sick Days
- Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
- RRSP Matching Program
- Employee & Family Assistance Program
- The anticipated base salary hiring range for this role is $175K to $185K annually. The final base salary will be determined based on relevant experience, skills, and internal equity.
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