Field Patient Support Services Manager – Chef

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

📋 Description

• Act as the primary contact for specialty pharmacies, infusion clinics, and healthcare providers within the assigned territory.

• Ensure the delivery of consistent and effective specialty pharmacy services throughout the region.

• Oversee patient access and treatment initiation, proactively tackling operational challenges as they arise.

• Evaluate territory access metrics to enhance patient outcomes and service quality.

• Address and manage intricate access issues, treatment delays, and operational matters that require cross-functional collaboration.

• Identify and eliminate obstacles related to patient enrollment, reimbursement, therapy initiation, scheduling, infusion coordination, and ongoing access to treatment.

• Work in partnership with specialty pharmacies, clinics, physicians, and field teams to ensure timely patient access to therapies.

• Create compliant solutions aimed at optimizing patient experiences.

• Assist providers in navigating the complexities of reimbursement, access, and operational processes.

• Cultivate and sustain relationships with specialty pharmacies, infusion clinics, healthcare professionals, clinic administrators, and healthcare networks.

• Join customer meetings alongside commercial teams when appropriate.

• Facilitate communication among specialty pharmacies, the head office PSP team, Market Access, Medical, Compliance, and Commercial teams.

• Provide field insights regarding access challenges, customer needs, competitive landscape, and operational opportunities.

• Monitor specialty pharmacy KPIs, patient access metrics, and service performance levels.

• Formulate and execute action plans to address identified shortcomings.

• Provide regular updates and recommendations regarding the territory to department leadership.

• Ensure adherence to company policies, patient privacy, industry standards, and regulatory requirements.

• Support vendor oversight and escalate issues related to service quality.

• Maintain records and reports regarding patient support activities and operational challenges.

• Report adverse events and product complaints in accordance with company protocols and pharmacovigilance obligations.

• Keep up-to-date expertise in patient support, specialty pharmacy, reimbursement, infusion networks, and the Canadian healthcare system.

• Engage in continuous professional development.

⛳️ Requirements

• Bachelor’s degree in Health Sciences, Life Sciences, Nursing, Pharmacy, Business, or a related field.

• At least 5 years of experience in the pharmaceutical, healthcare, specialty pharmacy, reimbursement, patient services, or related healthcare settings.

• Proven track record of working with healthcare professionals and institutions.

• Experience in resolving complex operational challenges with customer-centric solutions.

• Strongly preferred knowledge of specialty pharmacy, infusion clinics, biologics, reimbursement, and access pathways.

• Outstanding customer service and relationship-building abilities.

• Excellent problem-solving and critical-thinking capabilities.

• Ability to influence stakeholders without authority and collaborate effectively across teams.

• Strong communication and presentation skills.

• Exceptional organizational and project management capabilities.

• Capability to manage ambiguity and shifting priorities in a dynamic environment.

• Analytical mindset with the ability to leverage data for identifying issues and trends.

• Strong understanding of healthcare compliance, privacy regulations, and industry standards.

• Demonstrated commitment to patient-centric practices and operational excellence.

• Ontario-based role requiring regular travel within the province.

• Bilingual proficiency in English and French is considered an asset.

🏝️ Benefits

• Commitment to diversity and inclusion.

• Fair workplace environment.

• Accessible candidate experience and recruitment accommodations.