Field Patient Support Services Manager

Accountabilities: Act as the primary field contact for specialty pharmacies, infusion clinics, physicians, nurses, clinic administrators, and other healthcare stakeholders across the assigned territory. Monitor patient access and treatment initiation, proactively identifying and resolving operational barriers related to enrollment, reimbursement, scheduling, infusion coordination, and ongoing therapy. Develop practical, compliant solutions that improve patient journeys and facilitate timely access to therapies. Build and maintain trusted relationships with healthcare professionals, specialty pharmacies, infusion networks, and healthcare organizations. Provide expertise on specialty pharmacy processes, patient access pathways, reimbursement, and operational support. Collaborate with internal teams and external partners to address complex access issues, treatment delays, service concerns, and other escalations. Participate in appropriate customer and cross-functional meetings, providing patient access expertise and supporting discussions around treatment access and operational processes. Monitor specialty pharmacy KPIs, patient access metrics, and service levels, using data and field insights to identify trends and improvement opportunities. Develop and implement action plans to address service gaps and continuously improve patient support operations. Share territory insights, stakeholder feedback, access challenges, and operational recommendations with department leadership. Support vendor oversight by identifying service-quality issues and escalating concerns appropriately. Maintain accurate records and reports relating to patient support activities and operational issues. Ensure activities comply with applicable policies, privacy requirements, healthcare regulations, industry codes, and pharmacovigilance procedures, including appropriate reporting of adverse events and product complaints. Maintain current knowledge of patient support services, specialty pharmacy, reimbursement, infusion networks, and the Canadian healthcare environment through ongoing professional development. Requirements University degree in Health Sciences, Life Sciences, Nursing, Pharmacy, Business, or a related discipline. At least 5 years of experience in pharmaceuticals, healthcare, specialty pharmacy, reimbursement, patient services, or a related healthcare environment. Demonstrated experience working with healthcare professionals, healthcare institutions, specialty pharmacies, or similar stakeholders. Experience resolving complex operational issues and developing customer-focused solutions. Strong knowledge of specialty pharmacy, infusion clinics, biologic therapies, reimbursement processes, and patient access pathways is strongly preferred. Exceptional relationship-building and customer service skills, with the ability to establish trust across diverse stakeholder groups. Strong problem-solving, critical-thinking, and analytical capabilities, including the ability to use data to identify issues and trends. Demonstrated ability to influence without direct authority and collaborate effectively across cross-functional teams. Excellent communication, presentation, organizational, and project management skills. Ability to manage ambiguity, competing priorities, and changing requirements in a fast-paced environment. Strong understanding of healthcare compliance, privacy requirements, and applicable industry codes. Demonstrated commitment to patient-centricity, operational excellence, and high-quality service delivery. Willingness and ability to travel regularly throughout Ontario as part of a field-based role. Bilingual English/French skills are considered an asset. Benefits Annual base salary ranging from $92,100 to $153,500 CAD . Regular, full-time employment. Field-based work arrangement covering Ontario. Opportunity to contribute directly to improving patient access and treatment experiences. Collaborative environment involving healthcare professionals, specialty pharmacies, clinics, and cross-functional teams. Opportunities for ongoing professional development and continued expertise-building in patient support and healthcare access. Accessibility and accommodation support available throughout the recruitment process.