Program Manager - Patient Support Programs

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Program Manager – Patient Support Programs based in Canada. As Program Manager, you will lead the strategy, operations, and performance of assigned Patient Support Programs (PSPs), ensuring patients, healthcare providers, and pharmaceutical partners receive high-quality, patient-centered support. You will oversee daily program delivery while maintaining compliance with regulatory requirements, service standards, and client objectives. Working across multidisciplinary teams, you will drive operational performance, manage resources, and use data to identify opportunities for improvement. You will also serve as a key relationship manager for clients and external vendors, ensuring effective communication and service delivery. The role combines people leadership, operational oversight, project management, and strategic planning in a growing, technology-enabled healthcare services environment. Your contribution will help improve access to therapies and deliver meaningful support to patients and healthcare professionals across Canada. 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.