POSITION SUMMARY
The Patient Support Program Manager is an important position within Celltrion Healthcare in Canada (CTHC).
This role is determined to be a flexible worker, where on-site presence in the Toronto office is expected to be 4-12 days per month, as determined by your manager and business needs.
Reporting to the Celltrion Healthcare Canada PSP Lead, this role will be responsible for the day to day oversight and operational implementation supporting one or more PSPs. The candidate will work collaboratively with the PSP provider on management of the program including KPI monitoring, management of costs, expansion of services and administration of program changes where required.
As a member of Celltrion’s PSP team, the successful candidate will also provide consultation and support across brands. This role will work closely and collaboratively with internal and external stakeholders, including HCPs, vendors and other cross-functional team members (Marketing, Medical, Market Access, Sales, Legal, Finance, etc.) to deliver meaningful customer experiences.
Candidates must be comfortable with continuous improvement and implementing change as well as embrace the opportunity to shape an area of strategic importance for Celltrion, all while keeping the patient at the center of everything we do.
KEY ROLES AND RESPONSIBILITIES
- Champion quality in the delivery of existing PSPs to continuously improve and streamline our existing PSP.
- Manage the PSP budget to ensure costs stay within plan and return on investment is maximized.
- Provide daily program oversight and act as the key point of contact for PSP provider and program staff.
- Conduct weekly, monthly, and quarterly business reviews with PSP provider and Celltrion management team.
- Collect feedback from the program and communicate regularly to Celltrion functional leads and sales team.
- Manage and optimize Key Performance Indicators (KPIs) to maximize program impact across all elements including phone support, patient enrollments, and reimbursement navigation.
- Continuously strive to differentiate versus other PSPs, via exceptional patient and customer service.
- Ensure that bridged or compassionate patients transition to commercial therapy in a timely manner.
- Provide initial and ongoing education to PSP field staff and facilitate education of healthcare practitioners regarding PSP offerings.
- Adjudicate compassionate product requests and adverse event reporting requirements with support of Medical.
- Co-Pay Assistance program administration and optimization.
- Increase program efficiencies and minimize costs by optimizing program SOPs, processes, and staffing.
- Support program staffing recruitment through interviewing and selection of candidates.
- Act as conduit between Celltrion and PSP vendor managing the interactions with patients and prescribers to ensure timely issues resolutions.
- Contribute to the success of the Celltrion PSP team and Celltrion Healthcare Canada’s cross-functional team.
- Ensure that CTHC field staff is well trained and versed to discuss features and benefits of the PSP to customers.
- Work collaboratively with Celltrion Market Access, troubleshoot payer specific reimbursement challenges and support appropriate response strategies.
- Work collaboratively with Celltrion Marketing, Market Access, and Sales teams to gather feedback and apply improvements to the PSP as required.
- Participate in annual Celltrion Brand Planning processes including both strategic and tactical planning.
WORK EXPERIENCE
- 5+ years of Patient Support Program management experience within the pharmaceutical industry and/or 5+ years of relevant experience (market access, brand management, operations, etc.)
- Experience working with or within a pharmaceutical company.
- Experience working in biologics/biosimilars (immunology specifically Gastroenterology, Rheumatology, Dermatology, and Oncology)
- Experience with program launches, new service launches, program transitions considered an asset
- Strong understanding and experience in 1)Managing patient support program costs and efficiencies and 2) Market access and reimbursement policies and practices in private and public sectors across Canada
- Data analysis and reporting
PROFESSIONAL COMPETENCIES AND SKILLS
- Solid ability to quickly grasp diverse therapeutic areas.
- Demonstrated experience with execution of PSP updates, changes, and new service offerings.
- Strong analytical ability and experience working with KPIs, program statistics, and a variety of data sets.
- Demonstrated ability to manage multiple priorities, tasks, timelines, and dependencies.
- Strong project management skills: ability to stay on top of and lead multiple projects concurrently.
- Ability to proactively manage interactions and communications with stakeholders, capture feedback, resolve issues and implement mitigation plans.
- Strong understanding of the pharmaceutical sales and marketing functions, relationship building, value-based approaches, and sales-based metrics and KPIs.
- Customer facing experience required with an unwavering commitment to creating exceptional experiences for our patients and prescribers.
- Demonstrate enthusiasm, strong initiative, high sense of urgency, and comfort managing conflicts.
- Proven results delivering significant business changes within a fast-paced, cross-functional, and matrix environment.
- Demonstrated ability working cross-functionally to align, motivate, and coordinate team members to collectively define and achieve critical milestones.
- Excellent communicator – verbal, written and presentation skills.
- Bilingualism (English/French) considered an asset.
EDUCATION
- University Degree in Science or Business Administration
- CCPE courses considered an asset
