Senior Patient Support Program Manager

3 weeks ago

Toronto, Ontario, Canada Highmark Senior Living Full time

Highmark Senior Living is dedicated to fostering a premier team of innovative healthcare professionals who are energetic, ethical, and driven by performance, all committed to achieving excellence in patient care.

Position Overview

The ideal candidate will possess a strong passion for patient advocacy and will thrive in a collaborative, high-performance environment that consistently delivers outstanding results. This role emphasizes innovative contributions to the organization, a positive attitude towards change, and adaptability in a dynamic setting while maintaining focus on organizational objectives. The Senior Patient Support Program Manager will be primarily tasked with overseeing vendor relationships, as well as the successful development, implementation, and management of tailored patient support programs.

This position entails planning and executing all vendor requirements for patient support programs under the guidance of the Medical Affairs Director. The role is office-based and reports directly to the Medical Affairs Director. The Senior Patient Support Program Manager will facilitate the development and execution of patient support initiatives for a diverse portfolio of healthcare solutions. Candidates should demonstrate a proactive approach and a strong commitment to patient welfare.

Key Responsibilities

  • Direct and oversee the daily management of assigned patient support initiatives, ensuring the seamless provision of services to patients.
  • Effectively manage relationships with third-party vendors to ensure that deliverables are consistently met, issues are resolved promptly, and necessary program adjustments are implemented to enhance efficiency.
  • Supervise the provision of data analytics to monitor patient support trends and evaluate program performance effectively.
  • Provide regular and ad hoc analyses and reports to keep key internal stakeholders informed of program trends and insights that support data-driven decision-making.
  • Collaborate continuously with assigned brand teams to contribute valuable insights that will drive strategic actions aligned with brand objectives.
  • Lead initiatives for continuous improvement by identifying innovative methods to optimize service delivery, ensuring that patient and customer needs are met.
  • Offer ongoing strategic direction that contributes to Highmark Senior Living's overall patient support strategy, delivering best-in-class programs.
  • Ensure compliance with all applicable laws and regulations, in alignment with Highmark Senior Living's policies and procedures for all assigned programs.
  • Accountable for monitoring program expenditures and operational costs in accordance with budgetary guidelines.
  • Demonstrated experience and a successful track record in managing patient support programs with a focus on customer and patient-centric approaches.
  • Proven ability to lead complex negotiations and contracting processes successfully.
  • Strategic thinker with the capacity to exercise sound business judgment and strong analytical skills when evaluating new opportunities.
  • History of managing ongoing business activities with partners to achieve positive outcomes while fostering mutually beneficial relationships.
  • Consistent demonstration of effective collaboration in a highly matrixed environment.
  • Ability to execute tasks with a strong sense of urgency, attention to detail, and excellent organizational skills.
  • Proactive and results-oriented with a solution-focused mindset.

Qualifications

  • Minimum of 5 years of relevant experience in the biotech or pharmaceutical industry, with a Bachelor's degree required.
  • At least 3 years of experience leading patient support programs is required (experience across various therapeutic areas and product lifecycles is an asset).
  • Commercial experience (marketing, sales, and/or market access) is advantageous.
  • Bilingual (English/French) is a plus.
  • Exceptional communication skills with the ability to influence and provide recommendations to senior management and brand team partners.
  • Strong interpersonal skills with a focus on follow-through and effective issue resolution.

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