Manager, Patient Support Programs (PSP)
Reports To (Title):
Market Access and External Affairs
The Manager, PSP is responsible for supporting the Lead, PSP in the development of PSP strategy and responsible for the implementation and operation of the patient support program (including infusion network) for the Takeda Canada specialty portfolio. The Manager, PSP works closely and collaboratively with internal and external stakeholders, including HCPs, vendors, and other cross-functional brand team members (Sales and Marketing, Market Access, Government Affairs, Supply Chain, Medical, Drug Safety etc.) to establish effective feedback loops to ensure that the patient support program addresses the needs of physicians, patients, caregivers and healthcare support teams. The ideal candidate is an effective enabler in achieving aligned objectives.
KEY JOB ACCOUNTABILITIES:
Works with manager to support creation of an aligned vision and strategies for PSP that are symbiotic with the brand and organization vision; supports development of innovative services and delivery models to ensure that a proactive view is applied to the PSP needs of the organization and that standards are met with regards to customer and patient experience and business objectives
Responsible for implementation of PSP services working collaboratively internally and with the program vendor(s) and in alignment with the PSP Lead
Implements and monitors required quality, project and process management practices: develops, maintains a robust quality management system related to the programs, including SOPs, infusion network quality assurance program, program manuals, internal and external training programs; works with vendors to develop and implement project, processes and resourcing plans to ensure program deliverables are met and customer and patient engagement expectations are achieved; ensures continuous proactive process appraisal and seeks program efficiencies; oversees the development of all program materials and supporting program processes and ensures continuous assessment of fit to purpose relative to current business/reimbursement/disease management environment
Supports manager with activities related to external stakeholder management including vendor management in contracts set up, creation of service level agreements and development of Key Performance Indicators; responsible for monitoring of program performance and interactions with the vendors
Works with manager to maintain good PSP governance and to ensure that feedback is incorporated into ongoing process improvement.
Works with the field team and the vendors to support troubleshooting and problem solving of day to day operational needs of the programs;
Works with the analytics teams to extract and analyze program reports; supports the PSP Lead in forecasting activities for program services
Participates as a core cross functional member of the Brand Team, develops effective integrated working relationships and works closely with internal (Sales and Marketing, Market Access, Government Affairs, Supply Chain, Medical, Drug Safety and others partners (Insurers, Support/Advocacy groups, physicians, pharmacists, vendors and) to understand the business requirements for delivery of optimal patient services;
Actively contributes to the development and execution of brand plans; as a key member of the brand team, ensures project team awareness and understanding of key patient support program and policy elements to facilitate critical planning and decision-making for ongoing program design and components of the PSP
Monitors and maintains a high level of field intelligence to assess, interpret and incorporate feedback in program design and management
Supports manager in the PSP budget management activities, responsible for day to day activities related to project invoicing and other financial activities, as applicable
Supports the PSP in maintaining high quality clinical standards of the services provided
Ensures compliance with all quality, regulatory, legal and PV requirements for all program activities; ensures adherence to all privacy and provincial legislation for program operations
Occupational Knowledge and Skills
Strategic thinking ability demonstrated through a track record of success in leadership within the PSP or relevant field within the pharmaceutical industry.
Track record of successfully building rapport, managing and leading relationships including with vendors and achieving results.
Strong demonstrated leadership skills to manage and develop a range of professionals.
Strong knowledge of biologic/ rare disease reimbursement policies and practices in both the private and public sectors in Canada.
Demonstrated high level of proficiency in the following areas:
Interpersonal, collaboration and relationship management skills
Strong verbal and written communication skills, including presentation, influencing and negotiating skills
Financial skills to manage a budget
Project Management and facilitation skills
Ability to analyze, interpret and present complex information
Cross functional collaborations skills
Demonstrated ability to develop and monitor performance based metrics in a pharmaceutical setting
Proven record in operations management
Knowledge of the regulatory and PV federal and provincial policies impacting area.
Strong knowledge of PAAB code
Extensive knowledge of PSP environment
Understanding of marketing, data analytics and market access principles and strategies
Proven vendor and/or project management experience
EDUCATION, LICENSES/CERTIFICATIONS, EXPERIENCE:
Bachelor degree or higher in a related field (business, science or heath care);
Minimum of 3 years of relevant experience in a similar setting or working in patient programs/administration; previous experience working in specialty pharmaceuticals area, including infused products
Proven experience of leading, developing and performance managing a team to achieve high quality results
Bilingual (English/French) – an asset
Head office based
Willingness to travel to various meetings or client sites, including overnight trips.
Fixed Term (Fixed Term)