Director, Patient Support Programs

Who We Are
When it comes to health, we’re always looking for ways to push for better. Our founder, pharmacist William Wilkinson, introduced North America’s first prepaid drug plan in 1957, leading to the birth of GreenShield as a not-for-profit with a mission to support better health for all Canadians.

We’re the only not-for-profit social enterprise that combines coverage and care, with a mission to create better health for all Canadians starting with our employees.

The Role in a Nutshell

• Design, implement, and oversee patient programs tailored to client and patient needs, ensuring alignment with strategic goals and KPIs.
• Develop and implement governance principles, issue escalation processes, and corrective action plans to optimize program performance.
• Foster and maintain strong relationships with clients, healthcare providers, and stakeholders to ensure collaboration and program success.
• Oversee daily operations, including patient enrollment, service delivery, and program performance monitoring.
• Analyze KPIs to identify opportunities for process improvements and ensure programs meet or exceed targets.
• Recruit, train, and manage program staff, providing feedback, support, and development opportunities to maintain high service standards.
• Serve as the primary contact for clients, addressing inquiries, ensuring satisfaction, and maintaining transparent communication.
• Participate in regular client meetings to review progress, discuss strategic, compliance, and operational updates, and identify areas for improvement.
• Build and maintain relationships with PSP vendors, prescribers, and other stakeholders, ensuring program alignment and satisfaction.
• Collaborate with Pharmacy Services to oversee product distribution, ensuring shipment coordination and inventory reconciliation.
• Support Reimbursement Services teams in managing reimbursement navigation, financial assistance, and coverage renewals.
• Monitor clinical KPIs, manage escalations, and support clinical visits and patient education initiatives, ensuring adherence to touchpoint schedules.
• Manage program budgets, ensuring cost-effective use of resources to meet financial and operational goals.

Who We're Looking For

• BSc in Healthcare, Business Administration, or a related field (Master’s preferred).
• Experience in patient support or healthcare program management with a focus on operational excellence and stakeholder collaboration.
• 5-10 years of specialty pharmacy or patient support program experience.
• Strong understanding of patient support services, specialty pharmacy operations, and reimbursement processes.
• Leadership and project management skills.
• Communication and interpersonal skills.
• Analytical reporting; operational efficiency and excellence.
• Governance and compliance; resource management.

The Culture
We believe a career should be meaningful. Our culture values everyone's voice, challenging the status quo. We provide a place where you can be inspired, challenged, and rewarded. Inclusivity strengthens our organization and enhances company culture, positively impacting our communities.

A Few More Details
Proficiency in English is required. We support diversity, equity, and inclusion, inviting applications from all candidates and accommodating needs under human rights legislation throughout the recruitment and selection process.