Program Manager – Patient Support Programs

About PSPSync: PSPSync Limited is a dynamic and growing provider of Patient Support Program (PSP) services, specializing in innovative, technology-enabled solutions that simplify access to therapies for patients across Canada. We are committed to delivering seamless, patient-centric support that drives outcomes for patients, healthcare providers, and our pharmaceutical partners.

Program Manager – Patient Support Programs

The Program Manager is responsible for leading the strategy, operations, and performance of assigned Patient Support Programs (PSPs). This role ensures that patients, providers, and partners receive exceptional support while maintaining compliance, service excellence, and alignment with client objectives.

Key Responsibilities

Leadership & Strategy

• Lead PSP operations, ensuring alignment with program objectives, client expectations, and regulatory requirements.
• Develop and execute action plans to meet service levels, KPIs, and patient/provider needs.
• Identify challenges, opportunities, and innovations; share best practices
• Act as the point of escalation for issues, ensuring timely resolution and communication with stakeholders.

Operational Management

• Oversee day-to-day program operations, including patient support, reimbursement assistance, compliance activities, vendor management and training initiatives.
• Monitor performance metrics, analyze data, and contribute to national reporting.
• Ensure operational compliance with SOPs, quality standards, and regulatory guidelines.
• Manage staffing and resources to ensure adequate coverage and workload balance.
• Contribute to national planning, reporting, and process improvement initiatives.
• Support the rollout of new programs, SOPs, and training initiatives
• Participate in joint client meetings and cross-functional projects that impact national operations.

Team Leadership & Development

• Foster a culture of accountability, service excellence, and continuous improvement.
• Provide coaching, mentorship, and performance feedback to direct reports.
• Support recruitment, onboarding, and development strategies for staff.

Client & Stakeholder Management

• Serve as the primary contact for client communications, ensuring proactive updates, alignment, and issue management.
• Represent in client meetings, presentations, and business reviews.
• Build strong relationships with client representatives and other stakeholders to support program objectives.

Project & Change Management

• Lead implementation of new PSP initiatives, technology rollouts, or process redesigns.
• Collaborate to ensure coordinated change management efforts.
• Contribute regional insights to program design, reporting, and future planning.

Vendor Management Experience

• Experience managing third-party vendors and service providers within the pharmaceutical industry or Patient Support Programs (PSPs).
• Demonstrated ability to oversee vendor relationships, monitor performance, and ensure compliance with contractual obligations, service-level agreements (SLAs), and quality standards.
• Strong understanding of vendor onboarding, performance evaluations, issue resolution, and continuous improvement initiatives.
• Ability to collaborate with internal stakeholders and external partners to ensure vendors deliver services efficiently, cost-effectively, and in alignment with program objectives.
• Experience identifying and mitigating vendor-related risks while ensuring compliance with applicable regulatory requirements and company policies.

Skills & Qualifications

• University degree in Business Administration, Science, Healthcare, or related field; advanced degree or certifications (e.g., MS or MA) an asset.
• Minimum 5+ years’ experience in Patient Support Programs, with at least 2+ years in a leadership or management role.
• Strong skills in critical thinking and proactive communication.
• Proven ability to manage client relationships and deliver results in a PSP environment.
• Demonstrated leadership skills with experience managing multi-disciplinary teams.
• Excellent communication, collaboration, and problem-solving skills.
• Strong analytical skills with experience using data for decision-making and reporting.
• Proficiency in remote collaboration tools, strong internet connectivity, and the ability to troubleshoot basic technical issues independently are required for seamless remote work
• Bilingualism (French/English) considered an asset.

Please note: The Company does not use artificial intelligence in the screening, assessment, or selection of applicants for this position. This job posting relates to an existing vacancy.