Field Patient Support Services Manager / Chef - Services de soutien aux patient·e·s sur le terrain

Posting closing date: October 14, 2026

Date de fin d’affichage : Le 14 octobre 2026

Status : Regular, full-time

Statut :Régulier, temps plein

Location: Field-Based, Ontario / Lieu : Sur le terrain, Ontario

Field Patient Support Services Manager (FPSSM)

Role Purpose

The FPSSM is a non-commercial, field-based role responsible for supporting patient access to advanced therapies and Patient Support Programs (PSPs) across Ontario. Separate from the head office PSP Team but able to interact with it, the FPSSM acts as the primary field liaison between specialty pharmacies, healthcare professionals, infusion clinics, and internal stakeholders, working to identify and resolve patient access barriers, minimize therapy delays, and improve the patient experience.

The FPSSM partners closely with specialty pharmacies, physicians, infusion clinics, and field teams to ensure patients receive timely access to therapy. As a non-promotional role, the FPSSM can support discussions around treatment access pathways, operational processes, reimbursement navigation, and patient support solutions while maintaining the highest standards of compliance and patient-centricity.

Core Responsibilities

Territory Leadership & Operations

Serve as the territory contact for specialty pharmacies, infusion clinics, and healthcare providers.

Ensure consistent, effective specialty pharmacy services across the territory.

Monitor patient access and treatment initiation, proactively addressing operational challenges.

Analyze territory access metrics to improve patient outcomes and service levels.

Escalate and manage complex access issues, treatment delays, and operational concerns requiring cross-functional support.

Patient Access & Treatment Journey Optimization

Identify and resolve barriers related to patient enrollment, reimbursement, therapy initiation, scheduling, infusion coordination, and ongoing treatment access.

Collaborate with specialty pharmacies, clinics, and physicians to facilitate timely patient access to therapy.

Develop practical solutions that optimize patient journeys while remaining compliant with applicable regulations and company policies.

Support providers in navigating reimbursement, access, and operational processes.

Healthcare Professional Engagement

Build and maintain trusted relationships with specialty pharmacies, infusion clinics, physicians, nurses, clinic administrators, and healthcare networks.

Participate in customer meetings alongside commercial teams, where appropriate, to provide patient access expertise and support treatment access discussions.

Act as a trusted subject matter expert for specialty pharmacy and patient access processes.

Cross-Functional Collaboration

Facilitate communication between specialty pharmacies, the head office PSP team, Market Access, Medical, Compliance, and Commercial colleagues, where appropriate.

Share field insights on access challenges, customer needs, competitive dynamics, and operational opportunities.

Join cross-functional meetings to implement solutions that improve patient experience.

Improve programs through ongoing collaboration and stakeholder feedback.

Continuous Improvement & Analytics

Monitor specialty pharmacy KPIs, patient access metrics, and service levels.

Gather field feedback from healthcare professionals to identify improvement opportunities.

Develop and implement action plans to address identified gaps

Provide regular territory updates and recommendations to department leadership.

Compliance, Quality & Risk Management

Ensure compliance with company policies, patient privacy, industry codes, and regulatory standards.

Support vendor oversight by identifying and escalating service quality issues.

Maintain records and reports on patient support activities and operational issues.

Report adverse events and product complaints per company procedures and pharmacovigilance requirements.

Professional Development

Maintain expertise in patient support, specialty pharmacy, reimbursement, infusion networks, and Canadian healthcare.

Pursue ongoing professional development.

The Ideal Candidate Possesses the Following Qualifications

Education

University degree in Health Sciences, Life Sciences, Nursing, Pharmacy, Business, or a related discipline.

Experience

Minimum 5 years of experience within the pharmaceutical, healthcare, specialty pharmacy, reimbursement, patient services, or related healthcare environment.

Proven experience with healthcare professionals and institutions.

Experience resolving complex operational issues with customer-focused solutions.

Knowledge of specialty pharmacy, infusion clinics, biologics, reimbursement, and access pathways is strongly preferred.

Skills & Competencies

Exceptional customer service and relationship-building skills.

Strong problem-solving and critical-thinking skills.

Proven ability to influence without authority and collaborate across stakeholders.

Strong communication and presentation skills.

Excellent organizational and project management skills.

Ability to manage ambiguity and shifting priorities in a fast-paced environment.

Analytical mindset and ability to use data to identify issues and trends.

Strong knowledge of healthcare compliance, privacy regulations, and industry codes.

Demonstrated commitment to patient-centricity and operational excellence.

Additional Requirements

• •This is an Ontario field-based role requiring regular travel within the province.
• •Bilingualism (English and French) is considered an asset

The annual base salary for this position ranges from $92,100 to $153,500 .

The salary range provided applies to Canada only and does not apply to any other locations outside of Canada.

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Chef - Services de soutien aux patient·e·s sur le terrain (CSSPT)

Statut : Régulier, temps plein

Objectif du poste

Le ou la CSSPT occupe un rôle non commercial sur le terrain visant à favoriser l’accès aux traitements de pointe et aux programmes de soutien aux patients (PSP) en Ontario. Indépendant·e de l’équipe PSP du siège social, mais en interaction avec elle, il ou elle est le principal agent de liaison sur le terrain entre les pharmacies spécialisées, les professionnel·le·s de la santé, les cliniques de perfusion et les parties prenantes internes. Le ou la CSSPT cerne et élimine les obstacles à l’accès, réduit les retards de traitement et améliore l’expérience des patients.

Le ou la CSSPT collabore étroitement avec les pharmacies spécialisées, les médecins, les cliniques de perfusion et les équipes terrain pour assurer un accès rapide aux traitements. Dans ce rôle non promotionnel, il ou elle contribue aux échanges sur les parcours d’accès, les processus opérationnels, le remboursement et les solutions de soutien aux patients, dans le respect des plus hautes normes de conformité et d’orientation patient.

Fonctions principales

Leadership et opérations sur le terrain

Agir à titre de personne-ressource sur le terrain pour les pharmacies spécialisées, en offrant un soutien aux cliniques de perfusion et aux professionnel·le·s de la santé du territoire.

Veiller à ce que les services de pharmacie spécialisée fonctionnent de manière efficace et uniforme sur l’ensemble du territoire.

Surveiller l'accès aux soins et l'efficacité de l’instauration des traitements, et relever de manière proactive les défis opérationnels.

Analyser les indicateurs d'accès propres au territoire et identifier des occasions d'améliorer les résultats pour les patients ainsi que les niveaux de service.

Signaler et gérer les problèmes complexes d'accès aux soins, les retards de traitement et les questions opérationnelles nécessitant un soutien interfonctionnel.

Optimisation de l’accès et du parcours thérapeutique

Éliminer les obstacles liés à l’inscription, au rem