Operations Manager, Patient Support Program

McKesson; Mississauga; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

McKesson is seeking an Operations Manager, Patient Support Programs to lead daily operations across a portfolio of patient support initiatives. You will supervise frontline teams to ensure high-quality, patient-centered service while meeting contractual KPIs, SLAs, and regulatory requirements.

Working with the Program Manager and cross-functional partners, you will analyze performance data to identify trends, address gaps, and strengthen the patient and healthcare provider experience.

Qualifications

• Degree or equivalent experience.
• 6+ years of professional experience and 0-2 years of supervisory experience.
• Experience in patient support programs, healthcare operations, pharmaceutical services, case management, reimbursement services, or related healthcare environment.
• Experience monitoring operational KPIs, SLAs, queue performance, productivity, quality, or workforce metrics.
• Experience leading, coaching, or supporting supervisors or people leaders.
• Experience supporting employee performance management, including identifying performance gaps and implementing improvement plans.
• Demonstrated experience using data to guide operational decisions and process improvements.
• Bilingual proficiency in English and French is an asset.

Responsibilities

• Lead and monitor daily patient support program operations to ensure KPIs, SLAs, quality expectations, and service commitments are achieved.
• Review queue performance, productivity, quality, and workforce data to identify trends and risks.
• Translate performance data into practical action plans that improve productivity and patient/provider experience.
• Coach and support frontline supervisors in setting expectations and improving team effectiveness.
• Ensure supervisors have tools, resources, training, and guidance to lead their teams.
• Promote employee engagement, collaboration, accountability, development, and retention.
• Partner with Program Management, Quality, PMO, Training, and other functions to implement initiatives and improvements.
• Evaluate workflows and resource allocation to support changing program needs.
• Maintain program procedures, training records, and documentation per Quality Management System requirements.
• Support audits and continuous-improvement activities.
• Identify and develop talent across supervisory team.

Skills

Stakeholder management

Decision making

Communication skills

Problem solving

Presentation skills

Education

Degree or equivalent experience

Job description

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.

About the Role

The Operations Manager, Patient Support Programs leads the day-to-day operational performance of a portfolio of patient support programs. This role provides leadership and operational direction to frontline supervisors and their teams, helping ensure high-quality, patient-centred service while meeting contractual key performance indicators, service-level agreements, quality standards, and regulatory requirements.

Working closely with the Program Manager and cross-functional partners, you will use operational data and performance insights to identify trends, address service gaps, improve workflows, and strengthen the patient and healthcare provider experience. You will also play an important role in building an engaged, accountable, and collaborative team culture.

This position oversees approximately three to five supervisors who support a broader frontline patient services team. The role is operationally focused and does not have primary client-facing responsibility.

What You'll Do:

• Lead and monitor daily patient support program operations to ensure contractual KPIs, SLAs, quality expectations, and service commitments are achieved.
• Review queue performance, productivity, quality, and workforce data to identify trends, root causes, operational risks, and improvement opportunities.
• Translate performance data into practical action plans that improve productivity, service quality, and the patient and healthcare provider experience.
• Coach and support frontline supervisors in setting expectations, addressing performance gaps, managing employee performance, and improving team effectiveness.
• Ensure supervisors have the tools, resources, training, and operational guidance required to lead their teams successfully.
• Promote employee engagement, collaboration, accountability, development, retention, and a positive team culture.
• Partner with Program Management, Quality, PMO, Training, and other business functions to implement program initiatives and process improvements.
• Evaluate workflows, team structures, and resource allocation to support service levels and changing program needs.
• Maintain current program procedures, training records, and operational documentation in accordance with Quality Management System requirements.
• Support audits, quality initiatives, corrective actions, and continuous-improvement activities.
• Identify and develop talent and support succession planning across the supervisory team.
• Ensure operational efficiency initiatives continue to protect service quality and the needs of patients receiving complex or critical therapies.

Basic Requirements:

• Degree or equivalent experience.
• 6+ years of professional experience and 0-2 years of supervisory experience.
• Professional experience in patient support programs, healthcare operations, pharmaceutical services, case management, reimbursement services, or a related healthcare environment.
• Experience monitoring operational KPIs, SLAs, queue performance, productivity, quality, or workforce metrics.
• Experience leading, coaching, or supporting supervisors or people leaders.
• Experience supporting employee performance management, including identifying performance gaps and implementing improvement plans.
• Demonstrated experience using data to guide operational decisions and process improvements.

Preferred Skills/Experience:

• Experience leading multiple teams or functional areas within a complex, regulated healthcare environment.
• Knowledge of patient support program operations, patient access, reimbursement, case management, oncology, rare disease, or immunology programs.
• Experience with workforce planning, resource allocation, succession planning, change management, and employee engagement.
• Familiarity with Quality Management Systems, audit readiness, training compliance, and continuous improvement.
• Strong presentation, stakeholder-management, decision-making, problem-solving, and communication skills.
• Ability to synthesize complex operational information into clear insights and recommendations.
• Bilingual proficiency in English and French is an asset.

Description of Travel, In-Office and Physical Requirements

This is a hybrid role for candidates located in the Greater Toronto Area. The successful candidate must be able to work from the McKesson GTA Campus (2300 Meadowvale Blvd, Mississauga, ON) approximately once per month and attend additio