Associate Director – Patient Services

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the delivery of a cohesive and personalized patient experience encompassing diagnosis, treatment initiation, treatment fulfillment, adherence, and disease management.

• Manage the day-to-day operations of the MyPATH Patient Support Program.

• Ensure operational excellence, program sustainability, and ongoing improvement.

• Contribute to the patient program strategy that supports access to Vyvgart in Neurology.

• Execute strategic imperatives, annual operating plans, and tactical initiatives aligned with the patient journey.

• Provide daily oversight of the program and serve as the primary contact for PSP providers and program vendor management personnel.

• Plan and implement vendor-led projects and strategic initiatives.

• Identify and suggest innovative and digital initiatives to enhance program efficiency and patient experience.

• Attend industry forums to share insights on patient support, reimbursement, and market access trends.

• Collaborate with Marketing to create program tools and initiatives for patients and healthcare professionals.

• Establish and maintain partnerships across Sales, Marketing, Market Access, Medical Affairs, PSP Operations, Regulatory, Finance, Legal, and Compliance.

• Cultivate relationships with advertising agencies, PSP vendors, and EMR support partners.

• Provide support for PSP education and guide internal stakeholders on patient services strategy and operations.

• Aid in the planning and execution of PSP Vendor Collaboration Meetings.

• Utilize patient support program data for strategic decision-making, operational optimization, insights, and improving patient outcomes.

• Enhance vendor data reporting through dashboards, analytics, and performance reporting.

• Lead and manage PSP contracts, including MSAs and SOWs, from purchase order issuance to execution.

• Collaborate with Finance to oversee budgets, invoicing, financial reporting, variances, and risks.

• Create and manage purchase orders while improving operational efficiency through process and digital innovation.

• Support internal and external audits and ensure readiness for audits.

• Develop and maintain governance and operating guidance documents for PSP.

• Drive improvements in processes, SOPs, and vendor management to enhance operational efficiency and cost optimization.

• Ensure adherence to argenx policies, procedures, and relevant regulatory requirements.

• Deliver tactical plans punctually and within budget.

• Implement digital strategy initiatives and business transformation programs.

• Manage agency partners and vendors with a focus on accountability and performance.

• Collaborate with the Director of Patient Services to meet departmental and organizational objectives.

⛳️ Requirements

• Bachelor's Degree in Biotech, MBDC, or other related fields.

• Preferred 7–10 years of relevant experience in biopharmaceuticals, specialty pharmaceuticals, healthcare, patient services, market access, reimbursement, or related industries.

• Preferred 5+ years of experience in Patient Support Programs (PSP), patient services, marketing, market access, reimbursement, or patient access, including program operations, vendor management, and cross-functional collaboration.

• Proven experience in leading complex patient support initiatives and driving operational excellence throughout the patient journey.

• Knowledge of the Canadian pharmaceutical landscape, customer base, and internal operations.

• Experience in managing patient-related projects and programs or related experience.

• Bilingual proficiency in French/English is an asset.

• Must be approachable, a team player, able to work with minimal supervision, and proactive.

• Willingness to travel up to 20%.

🏝️ Benefits

• An inclusive environment with equal consideration for employment without discrimination.

• Reasonable accommodations available for completing applications, interviewing, or participating in the candidate selection process.

• Meaningful work with opportunities for professional growth.

• Unique experiences that occur once in a career.

• Flexible remote work arrangements.