Patient Support & Process Improvement Specialist

Sanofi; Toronto; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

Sanofi Canada seeks a Patient Support Specialist to drive end-to-end process improvements across Specialty Care and General Medicines patient programs in a hybrid Toronto setting. You will help implement best practices, introduce digital tools, and ensure compliant, high-quality patient and HCP experiences.

The role emphasizes cross-functional collaboration, data-driven decision making, and delivering measurable improvements across patient touchpoints.

Qualifications

• Strong patient focus, passion, and results orientation.
• Bachelor's degree; a relevant master's degree is a plus.
• 1-3 years of relevant pharmaceutical experience, including exposure to Patient Support Services.
• Experience working with cross-functional stakeholders to improve patient access or create new ways of working; exposure to piloting digital capabilities is an asset.
• Strong collaboration, organizational, and operational skills; comfortable working independently and as part of a team.
• Demonstrated analytical and leadership potential, with a track record of delivering on project objectives.
• Effective communicator, able to present to cross-functional and cross-organizational audiences in a matrix environment.
• Adaptable and able to lead through shifting business priorities.
• Excellent writing, Excel, PowerPoint, SharePoint and Power Automate skills.

Responsibilities

• Identify gaps across PSS programs and strategically design and implement process improvements.
• Implement best practices and ensure consistency across programs.
• Apply process improvement methods to strengthen the PSS experience at key touchpoints across the patient journey.
• Pinpoint where patients may fall out of a program and design workflow changes to address them.
• Own the end-to-end delivery of process improvement initiatives.
• Bring in digital tools and capabilities to evolve PSS operations.
• Support rollout of new indications and PSS initiatives, including new digital capabilities, by tracking and communicating project status.
• Maintain visibility across PSS programs to flag common challenges and opportunities for more consistent ways of working.
• Establish and maintain consistent standards and best practices across the Patient Program Leads' programs.
• Assess the operational performance of current programs and recommend design changes to improve patient and HCP satisfaction.
• Build a solid understanding of the patient pathway, drawing on internal partners and insights to inform recommendations.
• Apply sound vendor management practices to support strong, well-coordinated partnerships.
• Work with franchise and cross-functional stakeholders to shape processes that improve PSS efficiency and effectiveness.
• Build understanding of other functions' priorities and respond with practical PSS solutions.
• Present findings and recommendations clearly to partners, grounded in a solid understanding of program operations.
• Ensure compliance with local and global PSS processes.
• Support audit readiness and response requirements.
• Contribute to shaping strategies with stakeholders to help deliver shared milestones.

Skills

Patient focus

Analytical skills

Leadership potential

Cross-functional collaboration

Effective communicator

Education

Bachelor's degree

Master's degree (nice to have)

Tools

Excel

PowerPoint

SharePoint

Power Automate

Job description

Sanofi Canada seeks a Patient Support Specialist to drive end-to-end process improvements across Specialty Care and General Medicines patient programs in a hybrid Toronto setting. You will help implement best practices, introduce digital tools, and ensure compliant, high-quality patient and HCP experiences.

The role emphasizes cross-functional collaboration, data-driven decision making, and delivering measurable improvements across patient touchpoints.