Patient Support Program Manager

Company Name:
Salary period: Annual
ΓΆΒ ΒΆ BSc with Patient Support Program experience ΓΆΒ ΒΆ Experience with biologics and/or infusion ΓΆΒ ΒΆ Management experience with the ability to travel to sites within Canada Kelly Scientific Resources (KSR) is a specialty service of Kelly Services, Inc., a leader in providing workforce solutions. Since its launch in 1995, KSR has provided staffing and placement services to a broad spectrum of industries, including biotechnology, chemical, consumer products, cosmetics, environmental, food sciences, medical/clinical, pharmaceutical, and petrochemical. Today, KSR leads the world in dedicated scientific and clinical research staffing. Visit to learn more and view a full listing of our opportunities.
The position initially requires up to 80% travel to clinic sites within Ontario and Western Provinces. It will eventually be based only out of Ontario.
The successful candidate will be responsible for the development and implementation of regional strategies as well as the regional management of our patient support program (PSP)/infusion program within an assigned territory.
ΓΆΒ ΒΆ Develops and implements strategic customer plans for key customers in assigned region in order to optimize the uptake, utilization and effectiveness of the PSP.
ΓΆΒ ΒΆ Establishes and maintains effective working relationships within the territory with external partners, to assess and develop regionally-specific business requirements for optimal delivery of services on initial program implementation.
ΓΆΒ ΒΆ Conducts market analysis of current patient and HCP needs within the region and advises Market Access Infusion Manager on best locations to establish infusion clinics and/or services.
ΓΆΒ ΒΆ Introduces and educates vendors' program staff, customers, clinic and key stakeholders, including providing support to the commercial sales team in their promotional efforts on/for PSP products and services provided, key elements of PSPs including policy and reimbursement practices.
ΓΆΒ ΒΆ Supports commercial sales in selling the program and services to targeted customers/decision-makers, providing business case, cost effectiveness and relevant scientific support as evidence of the value of the program.
ΓΆΒ ΒΆ Supports the negotiation of local program and project contracts and agreements, within approved parameters and in accordance with national policies, to ensure the program meets business requirements and is aligned with national plans and strategy.
ΓΆΒ ΒΆ Establishes and maintains effective networks with a sub-segment of health providers and physicians in coordination with the commercial team and with payers and in collaboration with external affairs counterparts within the territory to ensure service levels are identified and met and issues are appropriately addressed.
ΓΆΒ ΒΆ Communicates and monitors program KPIs, customer satisfaction and other vendor performance metrics in accordance to vendor Services Agreement.
ΓΆΒ ΒΆ Monitors program within assigned territory and conducts on site visits to ensure that quality control is in place, service standards are being met and all program policies/guidelines as well as government legislation and reporting are adhered to.
ΓΆΒ ΒΆ Responsible for follow-up with vendor, through the Market Access Infusion Manager, and clinic to ensure any deficiencies are corrected and taking further action if required to address service/quality issues.
ΓΆΒ ΒΆ Conducts training and provides current information to vendors and their staff on products and ensures that infusion and clinic staff are all properly trained according to SOPs, reimbursement policies, process flow, office set up, territory alignment etc.
ΓΆΒ ΒΆ Monitors and maintains a high level of field intelligence to assess, interpret and incorporate the needs and requests of various stakeholders to accommodate the changing market dynamics and reimbursement criteria on a national basis.
ΓΆΒ ΒΆ Acts as a liaison between the vendor program management team and cross-functional team within assigned territory.
Occupational Knowledge and Skills
ΓΆΒ ΒΆ Knowledge and experience in the pharmaceutical environment in Canada with proven sales and marketing skills within a patient support program environment.
ΓΆΒ ΒΆ Knowledge of pharmaceutical reimbursement policies and practices in both the private and public sectors in Canada.
ΓΆΒ ΒΆ Demonstrated project management, planning and implementation skills.
ΓΆΒ ΒΆ Strong analytical skills to identify and analyze appropriate metrics and assess the implications of data.
ΓΆΒ ΒΆ Negotiation skills to effectively influence outcomes and close agreements.
Business Knowledge
ΓΆΒ ΒΆ 2-3+ years patient support services experience in a pharmaceutical services environment.
ΓΆΒ ΒΆ Proven ability to work within a self-directed environment and collaboratively with both internal and external partners.
ΓΆΒ ΒΆ Bachelor's degree with relevant medical background preferred (e.g., science/nursing).
ΓΆΒ ΒΆ Proven experience in the pharmaceutical industry in selling and/or patient support programs, ideally in an infusion network.
ΓΆΒ ΒΆ Relevant nursing experience or business understanding of IBD area an asset.
ΓΆΒ ΒΆ Vendor management and contract negotiation experience an asset.
ΓΆΒ ΒΆ Customer service experience to incorporate external needs into service delivery.
Willingness to travel to regular meetings or client sites, including overnight trips within the assigned region as well as to head office for business meetings, as required.

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