Patient Services Manager

**Job Title: Bilingual Patient Services Manager**

**Date: January, 25, 2025**

**Location: Ottawa, ON, and Montreal, QC**

**Remote: Yes**

**Business Unit: Health**

**Department: Pharma Patient Support**

As a **Bilingual Patient Services Manager (PSM)**, you will be responsible for implementing, managing and executing our client's Patients Support Program(s). You will play a critical role in optimizing patient support programs, ensuring access to treatment and collaborating with cross-functional healthcare teams to ensure program success.

**Roles and Responsibilities**:

- Support PSP Lead in managing the day-to-day operations of the PSP, including but not limited to pharmacies, clinics, infusion sites, and telehealth.
- Support cross functional PSP teams in reimbursement, FA, adherence, and retro-billing to ensure program success.
- Complete daily program activities efficiently, including data entry, reimbursement processing, financial assistance, and communication with stakeholders.
- Support the operationalization, implementation and execution of PSP programs alongside cross functional teams.
- Assist patients with program enrollment, clinical screening, reimbursement, adherence support, and document coordination.
- Track and report on key program performance indicators (KPIs) in collaboration with the PSP Lead and Brand teams.
- Support the operationalization and execution of rare disease programs alongside cross-functional teams.
- Ensure program documentation and communications are up-to-date, accurate, and approved by relevant parties.
- Analyze program metrics, identify risks, and propose solutions to improve processes and KPIs.
- Provide on-call support to patients, clinics, and pharmacies to address urgent program needs.
- Be available for program urgencies from patients, clinics and pharmacies on evenings, weekends and holidays.
- Ensure, with the support of IT, the availability and proper functioning of appropriate IT and call systems.

**Cross Functional Accountabilities**:

- Provide brands with program requirements by forecasting needs based on patient recruitment.
- Develop and implement program tactics in collaboration with the cross-functional teams.
- Identify innovative solutions to optimize and differentiate Novartis support to patients and health care professionals using Novartis medications.
- Responsible for overall end-user training development of program and systems for users.
- Work closely with CRM / Data Strategy team to prioritize features and improving 1st party data collection.
- Work closely with Insights Manager to create specific dashboards for PSP.
- Assist field and medical teams in efficiently managing HCP requests.
- Assist in the explanation and presentation of patient support program services and capabilities to internal and external stakeholders.
- Fulfil other duties as required.

**Qualifications**:

- English and French bilingualism required (oral and written).
- Hold minimum of 5 years' experience working in the pharmaceutical, biopharmaceutical or health care industry. An experience in Patient Support Program is required.
- Must have an in-depth knowledge of private and public reimbursement structure, systems and processes.
- Must possess good knowledge of data management principles.
- An experience in marketing and sales is an asset.
- Must be able to work in a cross-functional team.
- Must be able to prioritize demands.
- Must be able to manage external vendors and customers such as HCPs, Clinics and Pharmacies.
- Must have soft skills including negotiation of multiple stakeholder priorities while meeting financial budgets of overall business.
- Must be able to travel 20% of the time.