Program Manager – Patient Support Programs

Accountabilities: Leadership and Strategy Lead Patient Support Program operations, ensuring alignment with program objectives, client expectations, and applicable regulatory requirements. Develop and execute action plans to achieve service levels, KPIs, and patient and provider needs. Identify operational challenges, improvement opportunities, and innovative approaches, sharing best practices across teams. Act as the primary escalation point for program issues, ensuring timely resolution and clear stakeholder communication. Operational Management Oversee daily program activities, including patient support, reimbursement assistance, compliance, vendor management, and staff training. Monitor performance metrics, analyze operational data, and contribute to national reporting. Ensure compliance with standard operating procedures (SOPs), quality standards, and regulatory guidelines. Manage staffing and resources to maintain adequate service coverage and balanced workloads. Contribute to national planning, reporting, and continuous improvement initiatives. Support the implementation of new programs, SOPs, and training initiatives. Participate in joint client meetings and cross-functional projects affecting national operations. Team Leadership and Development Promote a culture of accountability, service excellence, collaboration, and continuous improvement. Coach and mentor direct reports, providing regular performance feedback and development support. Support recruitment, onboarding, and employee development strategies. Client and Stakeholder Management Serve as the primary point of contact for client communications, providing proactive updates and managing expectations and issues. Represent program operations in client meetings, presentations, and business reviews. Build and maintain strong relationships with client representatives and other stakeholders to support program objectives. Project and Change Management Lead the implementation of new PSP initiatives, technology rollouts, and process redesign projects. Coordinate change management activities with relevant internal teams and external stakeholders. Provide regional insights to support program design, reporting, and future planning. Vendor Management Manage third-party vendors and service providers within the pharmaceutical industry or Patient Support Program environment. Oversee vendor relationships and monitor performance against contractual obligations, service-level agreements (SLAs), and quality standards. Support vendor onboarding, performance evaluations, issue resolution, and continuous improvement initiatives. Collaborate with internal stakeholders and external partners to ensure services are delivered efficiently, cost-effectively, and in line with program objectives. Identify and mitigate vendor-related risks while maintaining compliance with applicable regulatory requirements and organizational policies. Requirements University degree in Business Administration, Science, Healthcare, or a related discipline. Advanced degree or professional certifications, such as an MS or MA, are considered an asset. At least 5 years of experience in Patient Support Programs, including a minimum of 2 years in a leadership or management position. Demonstrated experience managing PSP operations and delivering results in a patient support environment. Proven ability to manage client relationships, communicate proactively, and address stakeholder needs effectively. Experience leading and developing multidisciplinary teams. Strong leadership, critical-thinking, collaboration, and problem-solving skills. Excellent written and verbal communication skills, with the ability to manage sensitive issues and communicate effectively with diverse stakeholders. Strong analytical capabilities, including experience using operational data and performance metrics to support decision-making and reporting. Demonstrated experience managing third-party vendors in the pharmaceutical industry or PSP environment, including service performance, contractual compliance, SLAs, quality standards, and risk mitigation. Strong organizational and project management skills, with the ability to manage competing priorities and drive initiatives through implementation. Proficiency with remote collaboration tools, reliable high-speed internet connectivity, and the ability to troubleshoot basic technical issues independently. French and English bilingualism is considered an asset. Benefits Annual salary range of CAD $85,000–$95,000. Fully remote work arrangement within Canada. Full-time employment. Opportunity to lead patient support operations and contribute to improving access to therapies across Canada. Exposure to pharmaceutical partnerships, healthcare services, vendor management, and technology-enabled patient support solutions. Opportunities to lead multidisciplinary teams and contribute to program strategy, operational improvements, and organizational development.