Specialty Portfolio & Patient Support Program (PSP) Manager

Job purpose

As a valuable member of the Canadian Generics Commercial Team, you will be responsible for the development and launch of a comprehensive Patient Support Program aimed at increasing product revenue, profitability and market share of our Specialty Portfolio. You will use your years of pharmaceutical specialty and PSP experience to develop a service offering of distinction that positions Sun Pharmaceuticals as the manufacturer of choice for specialty products.

Duties and responsibilities

• Lead the design, implementation, continuous improvement and performance monitoring of a comprehensive Patient Support Program (PSP) that will deliver on our customer experience standards.
• Embed the voice of the customer throughout the design and implementation of the PSP by leading focus group discussions and facilitating workshop sessions at HCP advisory boards.
• Create a patient services brand concept and value proposition through cross-functional collaboration and market research.
• Create patient services branded education, program tools, website and promotional materials.
• Make calls on high impact customers to help facilitate trial, adoption and advocacy of our products and service offerings.
• Provide initial and ongoing training to field staff on PSP services
• Engage field staff in program design and as part of cross-functional team that will ensure program optimization over time. 
• Ability to work directly with field staff and vendor partners to proactively resolve program issues reported from HCPs or other sources.
• Partner with patient and professional associations
• Manage conferences, trade shows and HCP educational initiatives
• Manage PSP and preferred specialty pharmacy vendor relationships to ensure key performance metrics (KPIs) are met.
• Monitor and report KPIs for PSP and Specialty Pharmacy and work collaboratively with vendor partner to expeditiously manage any issues
• Collaborate with vendor to build data collection platform and analytical reports to provide real-time market insights as well as payer-specific reporting tools. 
• Identify and address training, performance, and competency needs of vendor to ensure achievement of business objectives.  Continuously assess performance and program delivery against business needs. 
• Identify external and internal factors impacting performance and develop a plan to address them.
• Ensure all patient services and specialty pharmacy services are compliant with all applicable laws, regulations, and guidance’s with COMPANY’s policies and procedures.
• Stay abreast of the changing conditions in market and product portfolio to ensure that all PSP and channel delivery services reflect actual business/organizational needs while meeting the needs of the target audience and maintaining highest quality of service.
• Prepare PSP competitive analysis.

Additional responsibility (Only applicable to customer facing roles)

• Report any adverse event received from customers for company products to the pharmacovigilance department / Drug Safety on the same day or within 1 business day

Qualifications

• Minimum 5 years of PSP experience in specialty pharmaceuticals
• Pharmaceutical marketing and sales experience an asset
• Outstanding customer relationship, interpersonal, and communication skills with the established ability to effectively work with diverse audiences and influence cross functionally
• Strong analytical skills with the proven ability to effectively analyze data to determine trends and inform strategy
• Knowledge and experience with specialty pharmaceutical distribution, including PPNs
• Knowledge and experience with reimbursement navigation for both public and private plans
• Bachelor’s Degree required.
• Strong verbal and written communication skills are essential
• Excellent organization and multi-tasking skills
• Exceptional interpersonal skills and problem solving skills
• Passionate about patient care and highly customer-centric
• Proven negotiation skills.
• Ability to work independently and prioritize with minimal daily instruction
• Ability to think strategically in order to improve current processes
• Ability to lead with influence

Working conditions

• Generally good working conditions
• Travel as required
• Field work up to 2-3 days per week

Physical requirements

Office Based

Direct reports

NA