PSP Manager

4 weeks ago

Greater Toronto Area Canada, Ontario Brunel Full time

PSP Manager (12-month contract)

Greater Toronto Area


Introduction

We are hiring a PSP Manager for our client, Eli Lilly, based in the Greater Toronto Area. Eli Lilly is invested in building a service ecosystem to discover and respond to the individual holistic needs of our patients. Through authentic one-to-one relationships, they seek to create an invaluable resource for patients and build the trust necessary to deliver the meaningful experiences inherent in the promise of our brands and of the company. This is a 12-month contract position, where on-site presence in the Toronto office is expected to be 4-12 days per month, as determined by your manager and business needs. Reporting to the Canadian PSP Lead, this role will be responsible for the development of strategy and operational implementation supporting one or more PSPs. The successful candidate will also provide consultation and support across brands and business units. This role will work closely and collaboratively with internal and external stakeholders, including HCPs, vendors and other cross-functional team members (Marketing, Medical, Market Access, Government Affairs, Legal, Ethics & Compliance, Patient Safety, Privacy, IT, Finance, etc.) to deliver meaningful customer experiences. Position may require up to 10% travel across geography.


Responsibilities

  • Work with brand teams to identify patients’ needs, understand customers’ expectations and ensure competitive landscape assessment.
  • Co-development of our overarching PSP strategy based on the needs/expectations of our customers and aligned with global design principles, the brand team guidance and local brand team leadership.
  • Bring expertise in requirements that are specific to PSP design & implementation in Canada and to our Business Units
  • Co-lead the cross functional team (brand, medical, IT, patient safety, quality, supply chain, legal, ethics & compliance, market access, government affairs, finance, etc.) to design all details/offerings of the program and ensure governance approval.
  • Collaborate with the cross-functional team to define capabilities and required resources for a successful launch.
  • Champion quality in the delivery of existing PSPs to continuously improve and streamline our existing PSP.
  • Act as conduit between Lilly and PSP vendor managing the interactions with patients to ensure timely issues resolutions.
  • Collaborate with our PSP vendors to and ensure we are delivering on the customer experience, that we are continually adjusting to the dynamics of the market and that we adopt an innovative mindset.
  • Conduct regular meetings and Cross Functional Quarterly Business Unit Review to ensure adherence to our Key Performance Indicators (KPI) and efficiency in the delivery of our programs.
  • Conduct regular call monitoring and review of customer surveys and share proactively with cross functional brand.
  • Work proactively with the cross functional brand team to review customer feedback & leverage environment insights to ensure our programs continue to be a valuable resource to our patients and HCP.
  • Ensure PSP is run in accordance with Lilly Standards (Patient Safety, Medical Quality, Customer Experience principals, etc.) and that relevant training is provided as needed.
  • Lead the budgeting, financial tracking to ensure adherence to contracts with our vendors.
  • Be part of the PSP team, working collaboratively with PSP owners and sharing learnings to enhance the overall PSP capabilities at Lilly Canada and ensure we deliver best in class PSPs across all of our brands.
  • Participate regularly with the PSP working sessions, formal PSP Governance reviews, and full PSP quarterly review to ensure the PSP team is delivering on the high standards that we have committed to.


Requirements

  • 3+ years of Patient Support Program management experience within the pharmaceutical industry and/or 5+ years of relevant experience (market access, brand management, operations, etc.)
  • Knowledge of reimbursement policies and practices in private and public sectors is preferred.
  • Capabilities in budget management
  • Demonstrated experience in data analysis and reporting.
  • Comfort in leveraging CRM platforms to monitor program performance.
  • University Degree, MBA preferred.
  • Extensive experience in Project Management
  • Ability to work on complex project/problems in a dynamic environment; coordinate a complex implementation plan; Analytical and process skills, and experience with project management tools.
  • Demonstrated ability to manage multiple teams, tasks, timelines, and dependencies and proactively managing interaction and communication with stakeholders, expectations, capturing feedback, mitigation plans.
  • Customer facing experience required with an unwavering commitment to creating exceptional experiences for our customers.
  • Expertise in collaborating effectively across business units, functional departments and external vendors.
  • Bilingual in English and French is an asset.


What We Offer

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About Us

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