Patient Support Program Manager

ZipRecruiter; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading company is seeking a PSP Manager for an 18-month contract in Toronto. The role involves developing strategies for Patient Support Programs and collaborating with various stakeholders to enhance customer and patient experiences. Ideal candidates will have extensive experience in the pharmaceutical industry, project management skills, and a strong focus on customer service.

Qualifications

• Minimum 3 years of PSP management experience in pharmaceuticals.
• Knowledge of reimbursement policies in private and public sectors.
• Bilingual in English and French is an asset.

Responsibilities

• Develop PSP strategies and oversee operational implementation.
• Monitor existing PSPs and ensure quality improvement.
• Collaborate with internal and external stakeholders.

Skills

Project Management

Data Analysis

Budget Management

Customer Experience

Collaboration

Education

University Degree

MBA

Tools

CRM Platforms

Job description

Job Description

PSP Manager (18-month contract)

Greater Toronto Area, ON

Introduction

We are hiring a PSP Manager for our client, Eli Lilly, based in the Greater Toronto Area. Lilly has identified Patient Support Programs (“PSPs”) as a core capability necessary for successful product launches. Reporting to the Associate Director - Patient Support Programs, the PSP Manager will develop strategies and oversee operational implementation for one or more PSPs, including support for the Cardiometabolic Health portfolio. As a member of Lilly’s PSP team, the successful candidate will provide consultation across brands and business units. This role involves collaboration with internal and external stakeholders, including HCPs, vendors, and cross-functional teams (Marketing, Medical, Market Access, Legal, etc.) to deliver impactful customer and patient experiences. This is an 18-month renewable contract, requiring on-site presence in Toronto 4-12 days per month, with up to 10% travel.

Responsibilities

1. PSP Strategy Development & Program Design:

• Identify patient needs and customer expectations; assess the competitive landscape.
• Co-develop overarching PSP strategy aligned with global principles, brand guidance, and local leadership.
• Bring expertise in PSP design and implementation specific to Canada and our business units.
• Lead cross-functional teams to design program details and obtain governance approval.
• Define capabilities and resources needed for successful program launches.

Existing PSP Monitoring & Oversight:

• Ensure quality and continuous improvement of existing PSPs.
• Manage interactions with PSP vendors to ensure timely issue resolution and a high-quality customer experience.
• Collaborate with vendors to adapt to market dynamics and foster innovation.
• Conduct regular meetings and reviews to monitor KPIs and program efficiency.
• Review customer feedback and market insights to enhance program value.
• Ensure PSPs adhere to Lilly standards and provide necessary training.
• Oversee budgeting and financial tracking to ensure contract compliance.

Key Member of PSP Team:

• Collaborate with PSP owners and share learnings to enhance capabilities and ensure delivery of top-tier PSPs across brands.
• Participate in PSP governance, working sessions, and quarterly reviews.

Requirements

• Minimum 3 years of Patient Support Program management experience in the pharmaceutical industry, or 5+ years of relevant experience (market access, brand management, operations, etc.).
• Knowledge of reimbursement policies in private and public sectors.
• Budget management skills.
• Experience in data analysis and reporting.
• Proficiency with CRM platforms for monitoring program performance.
• University Degree; MBA is an asset.
• Extensive project management experience.
• Ability to handle complex projects in dynamic environments, with strong analytical and process skills.
• Proven ability to manage multiple teams, tasks, and stakeholders proactively.
• Customer-facing experience with a focus on delivering exceptional customer experiences.
• Effective collaboration across departments and with external vendors.
• Bilingual in English and French is an asset.

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