Patient Services Manager

Chez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte.

La position

Job Purpose

The PSM is accountable for the end to end strategy, design, execution, monitoring, shut down (as necessary) and overall success of Patient Support Programs (PSPs) in alignment with the squad/therapeutic area strategy.

In this role, the PSM will be a key partner to the squads, responsible for translating the Therapeutic Area/Brand Strategy into a comprehensive PSP Strategy. This accountability spans the entire program lifecycle, from managing the initial setup and implementation with relevant vendors to proactively driving the performance, efficiency, and continuous improvement of all active PSPs. The PSM will rigorously monitor programs to ensure optimal patient uptake and access, deliver a best-in‑class customer/patient experience, and champion robust data collection to generate actionable insights. This is all conducted while maintaining strict oversight to ensure all PSPs are compliant, effective, and adhere to all contractual/financial agreements. The PSM will also be responsible, when required, for developing and executing a PSP shutdown strategy.

The PSM will work closely with the PSP Excellence Lead on implementing best practices, process improvements, vendor management, etc.

The Opportunity

PSP Strategy, Design & Shut Down

• Lead the end-to-end strategy, design, execution, and overall success of Patient Support Programs (PSPs) in alignment with therapeutic area and squad strategies.
• Partner closely with squads to translate complex disease area and product strategies into comprehensive PSP strategies.
• Consult and collaborate with external customers and patients to design best-in‑class programs that optimize patient uptake, access, and overall experience.
• Develop and execute strategic PSP shutdown strategies when required by the product lifecycle.

Data, Digitalization & Monitoring

• Act as the primary source for analytics and insights generation, providing actionable data to inform key stakeholder decisions and ensure program optimization.
• Identify, generate, and facilitate Real-World Evidence (RWE) to continuously improve the patient and customer journey.
• Implement advanced digitalization solutions, automation, and technology (including AI) to drive operational efficiencies and experiential excellence.
• Lead rigorous program monitoring and regular business reviews with vendors and cross-functional partners to track KPIs, SLAs, and financial metrics (budgets, forecasts, invoices).

Compliance & Stakeholder Collaboration

• Maintain strict oversight to ensure all active programs are fully compliant, adhere to SOPs, and remain financially sustainable.
• Collaborate seamlessly with internal teams (commercial, medical, legal, compliance, finance) and external vendors to resolve issues and manage contractual changes.
• Work closely with the PSP Excellence Lead to champion and scale best practices and process improvements across the portfolio.

Who you are

• You hold a Bachelor’s degree in Business Administration, Healthcare, or a Life Science-related field; a Master’s degree is considered an asset.
• You possess 5+ years of relevant PSP (including reimbursement) experience alongside 5+ years of experience within the Healthcare and/or Pharmaceutical industry.
• Demonstrated experience successfully leading complex programs, managing large operating budgets, and steering vendor relationships.
• Strong business acumen with proven capabilities in strategic visioning, financial management, and end-to‑end strategy execution.
• Strong ability to influence, negotiate, and confidently navigate difficult conversations with diverse stakeholders.
• Advanced analytical skillset with the ability to capture, interpret, and leverage data to implement technical or automated solutions.
• Project Management experience or Commercial experience (sales, marketing, medical) is highly beneficial.
• Bilingualism (English/French) is a strong asset.

Relocation assistance is not available for this job posting.

The expected salary range for this position based on the primary location of Mississauga is 105,560.00 and 138,547.50 of hiring range. Actual pay will be determined based on experience, qualifications, and other job-related factors as determined by the company.

Nous utilisons l’intelligence artificielle pour filtrer, évaluer ou sélectionner les candidatures pour ce poste.

Cet affichage est pour un poste vacant existant chez Hoffmann-La Roche Ltée.

Qui nous sommes

Un avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial.

Construisons ensemble un avenir plus sain.

Roche est un employeur offrant l'équité en matière d'emploi.