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Patient Services Manager

Duration: Temporary 1-year contract

A healthier future drives us to innovate, continuously advance science, and ensure everyone has access to the healthcare they need today and for generations to come. We want to build a world where we all have more time with the people we love. That’s what makes us Roche.

The Patient Services Manager (PSM) holds accountability for the design, execution, evolution, monitoring and overall success of Patient Support Programs (PSPs). In this function, you will liaise with internal cross functional teams as well as external service providers and other parties to ensure that Patient Support Programs are designed and operating effectively to meet current and future needs.

Additionally, the PSM will facilitate all aspects of insights and data generation related to assigned programs, focusing on the identification of actionable information to support an optimal patient experience. The PSM will also be responsible for developing and implementing strategic and innovative enhancements within the PSPs as part of our commitment to continuous improvement to the patient journey.

The Opportunity 

Work cross functionally within established parameters to craft, implement and evolve Patient Support Programs to meet the needs of various stakeholders, with a core focus on delivering an optimal patient experience.

Oversee the day to day operations of the assigned PSP(s) and act as the primary point of contact for issue review and escalation management.

Act as the key source for insights generation and analytics for the Patient Support Programs, providing data and information to inform stakeholder decisions while ensuring overall success of the programs. Additionally, identify, generate and facilitate RWE to support improved experiences throughout the patient journey.

Partner with cross functional teams (for example, Commercial, Medical, Access, Analytics)) to actively supervise the execution of Patient Support Programs focusing on operational excellence through the use of Issue Management mechanisms (IPDs), Change Requests, Key Performance Indicators (KPIs), Service Level Agreements (SLAs), satisfaction metrics and other feedback mechanisms to ensure overall operational excellence. 

Partner with Finance and Supply Chain to ensure that Patient Support Program financials are efficiently managed, with a key focus on forecasting, actuals, variance analysis and supporting decisions.

Who you are

You hold a Diploma in Business Administration, Healthcare or Life Science related field and possess 5+ years’ relevant PSP (including reimbursement) or related experience. 

You demonstrate strong data management, analytical and insights generation capabilities.

You have experience with operations management in an outsourced environment.

You demonstrate strong organizational skills, detail oriented and adapts in a fast paced, changing environment.

Relocation benefits are not available for this position

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche Pharma Canada has its office in Mississauga, Ontario and employs over 850 employees. The Mississauga facility is bright, vibrant, fosters collaboration and teamwork, and is reflective of Roche's truly innovative culture.

Roche is an Equal Opportunity Employer.