Patient Support Program Lead (10 Month Contract/Secondment)

GlaxoSmithKline plc; Mississauga; Hybrid; CAD 124,000 - 174,000; Full time

Job summary

GSK in Mississauga is seeking a leader to run patient support programs (PSPs) that improve patient access and experience. You will partner across teams and with external vendors to ensure smooth, high-quality support and outcomes that advance GSK’s mission to unite science and health.

You will drive program design, vendor management, and cross-functional collaboration to deliver impactful patient services, while aligning budgets and strategies with company goals in a hybrid work setting.

Qualifications

• Minimum 5 years of PSP experience in a leadership role.
• Bachelor’s degree required.
• Experience launching and operationalizing PSPs.
• Outstanding customer relationship, interpersonal, and communication skills.
• Strong analytical skills to analyze data trends and inform strategy.
• Knowledge of Canadian payer landscape and reimbursement navigation.
• Experience implementing change strategies in a matrix environment.
• Executive presence to engage with all levels of the organization.
• Strong organizational and multitasking abilities.
• Patient-centered mindset with customer focus.

Responsibilities

• Lead design, implementation, and performance monitoring of PSPs to meet customer experience standards.
• In collaboration with global supply chain, develop wholesale distribution strategy for new product launches and manage vendor setup.
• Lead RFPs to select optimal vendor partners aligned to program goals and culture.
• Embed voice of the customer via focus groups and advisory boards.
• Manage PSP and Specialty Pharmacy vendor relations and monitor KPIs.
• Provide education and training to cross-functional partners on program offerings.
• Work with field staff and vendors to resolve program issues proactively.
• Develop annual budgets and ensure resources align with program objectives; identify cost-saving opportunities.
• Conduct audits to ensure compliance with regulatory standards and contracts.
• Collaborate to build data collection platforms and real-time market insight reports.

Skills

PSP Leadership

Cross-functional

Data Analytics

Payer Knowledge

Customer Relations

Digital Fluency

Market Access

Strategic Thinking

Education

Bachelor’s degree

MBA preferred

Job description

Business Introduction

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems. Our diverse portfolio consists of vaccines, specialty medicines, and general medicines.

Business Introduction

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems. Our diverse portfolio consists of vaccines, specialty medicines, and general medicines.

Position Summary

In this role, you will lead patient support programs that make a real difference in people’s lives. You will partner across teams and with external vendors to deliver caring, smooth, and effective support to patients. Your leadership will ensure these programs run well, keep patients at the center, and improve access to important therapies. We value someone who is collaborative, passionate about patients, and ready to grow with us. Join us to build your career while shaping health outcomes and advancing GSK’s mission of uniting science, technology, and talent to get ahead of disease together.

Responsibilities

• Lead the design, implementation, continuous improvement and performance monitoring of PSPs that will deliver on customer experience standards.


• In collaboration with global supply chain, develop wholesale distribution strategy for new product launches and act as primary contact with external vendor to manage wholesaler/distributor set-up, direct account policy and ongoing channel operations oversight.


• With cross-functional collaboration, lead the conduct of RFPs to select optimal vendor partners that are aligned to our culture and can best deliver on our desired program experience/outcomes in a cost-effective manner.


• Embed the voice of the customer throughout the design and implementation of the PSP through leading patient focus group discussions and facilitating workshop sessions at HCP advisory boards.


• Manage PSP and preferred specialty pharmacy vendor relationships to ensure key performance metrics (KPIs) are met. Monitor and report KPIs for PSP and Specialty Pharmacy and work collaboratively with vendor partner to expeditiously manage any issues


• Provide education and training as appropriate to cross functional partners on Program service offerings


• Ability to work directly with field staff and vendor partners to proactively resolve program issues reported from HCPs or other sources.


• Collaborate with cross-functional partners to develop and align on annual budgets to ensure resources are allocated effectly to meet Program objectives. Monitor Program expenditures to ensure accurate invoicing and adherence to the established budget. Idenfiy and implement cost saving strategises without compromising the quality of the patient support services.


• Conduct continuous audits of patient support program to ensure adherence to establish portocols and regulatory standards including Contract management, KPI Monitoring, and Quality Assurance Calls.


• Collaborate with vendor to build data collection platform and analytical reports to provide real-time market insights as well as payer-specific reporting tools.


• Identify and address training, performance, and competency needs of vendor to ensure achievement of business objectives. Continuously assess performance and program delivery against business needs. Identify external and internal factors impacting performance and develop a plan to address them.


• Collaborate with Commercial partner(s) to create patient services brand concept and value proposition through market research, as well as service branded education, program tools/forms, website etc.


• Ensure all patient services and specialty pharmacy services are compliant with all applicable laws, regulations, and guidance’s with policies and procedures.


• Provide strategic and tactical input to continuous improvement processes and development.


• Participate in annual strategic planning days to ensure tactics are aligned with the programs goals


• Implementation of annual tactical planning strategies


• In partnership with Market Access leads, troubleshoot payer-specific reimbursement challenges and support appropriate response strategy.


• Contribute to patient safety by reporting, in a timely manner, all adverse events identified during the interactions with customers in accordance with internal policies and training, including any follow up information received


• Stay abreast of the changing conditions in market and product portfolio to ensure that all PSP and channel delivery services reflect actual business/organizational needs while meeting the needs of the target audience and maintaining highest quality of service

Basic Qualifications

• Minimum 5 years of PSP experience in a leadership role


• Bachelor’s degree required


• Previous experience in launching and operationalizing PSPs


• Outstanding customer relationship, interpersonal, and communication skills with the established ability to effectively work with diverse audiences and influence cross functionally


• Strong analytical skills with the proven ability to effectively analyze data to determine trends and inform strategy


• Knowledge and experience with specialty pharmaceutical distribution, including PPNs


• Knowledge and experience with Canadian payer landscape and reimbursement navigation for both public and private plans


• Experience implementing change strategy, helping teams navigate change and achieve sustainable performance


• Strong executive presence to interact appropriately with all levels of the organization, both locally and above country.


• Excellent organizational and multi-tasking skills with key stakeholders


• Exceptional interpersonal skills and problem-solving capabilities


• Passionate about patient care and highly customer-centric


• Proven negotiation skills.


• Ability to work effectively across a matrix organization


• Ability to work independently and prioritize with minimal daily instruction


• Ability to think strategically in order to improve current processes


• Ability to influence others, collaborate, execute and accomplish goals within a matrix environment.

Preferred Qualifications

• MBA or equivalent career experience in the areas of Life Sciences, Medicine, Clinical Research


• PMP certification would be an asset

Work Location

This role is a hybrid position based in our Mississauga office, with flexibility to work remotely part of the time. We support a collaborative environment that balances focus time with connection to colleagues and partners.

Skills

Data to Insights, Digital Fluency, Market Access Strategies, Matrix Leadership, Payer Evidence, Pricing Strategies, Scientific Literacy

In compliance with Ontario's provincial pay transparency legislation, this job posting includes a salary range to support equitable and informed hiring practices. The annual compensation for this role is CAD124,000 to CAD174,000 , determined based on experience, qualifications, and internal equity. GSK is dedicated to promoting transparency and fairness throughout our recruitment process.Salary ranges for other locations are shown because some markets have pay transparency laws that require salary information on job postings, and those locations are potential job sites for this role. If salary ranges are not displayed in the job posting for a specific location or country, the relevant compensation will be discussed during the recruitment process.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

GSK is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law. GSK is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please contact us at [e-mail]. Please do not send resumes to this e-mail and instead apply through the online application process of this posting.

GSK uses artificial intelligence (AI) tools as part of the recruitment process to assist in screening and assessing applicants. Final hiring decisions are made by hiring managers, with support from recruiters.