Patient Services Manager

Roche•Mississauga, ON

2d•CA$105,560 - CA$138,548

About The Position

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.

Requirements

Bachelor’s degree in Business Administration, Healthcare, or a Life Science-related field.
5+ years of relevant PSP (including reimbursement) experience.
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.

Nice To Haves

Master’s degree is considered an asset.
Project Management experience or Commercial experience (sales, marketing, medical) is highly beneficial.
Bilingualism (English/French) is a strong asset.

Responsibilities

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.
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).
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.