The Program Manager (PM) under the direction of the Associate Director, is responsible for the oversight, operations, and direct management of Pharmaceutical Patient Support Programs. They are also responsible for the implementation of contractual agreements, specific to the delivery of client and patient services, as well as metrics on a specific drug therapy and/or other related projects.

Patient Support Program Management

Collaborates with partnering pharmaceutical company to ensure performance expectations are met and maintained. Maintain team training matrix, HR files and other required documentations for audit up to date. Communicates program updates (including competitive intelligence and strategic insight) on an ongoing basis with Bayshore management team.

Takes a quality improvement approach when reviewing operations and delivering patient care. Always maintains confidentiality of pharmaceutical partner and corporate information. Develops business cases that deliver prompt, cost effective, creative solutions to the pharmaceutical partner and Bayshore.

Utilizes data modeling and analytical techniques to identify efficiencies and areas of opportunity and improvement. Is responsible for understanding, implementing, and monitoring of all data reporting assigned to the program and submitted to internal and external stakeholders for review. Responsible for data integrity and accurate data collection by program staff.

Uses exceptional negotiation and customer service skills to cultivate long term partnerships in an ethical, transparent manner. Supports the procurement, implementation, launch and development of revenue generating programs. Serves as primary point of contact for internal and external partners, to address and resolve any program specific inquiries.





Is financially responsible for the program P&L; and works with senior management and finance to ensure the program is in a positive financial position. Consistently and proactively stays abreast of industry changes and shares strategic market insight with pharmaceutical partners. Demonstrates strong presentation skills and has public speaking ability to present complex data to customer groups during quarterly business meetings and for all ad hoc requests.

Develops and maintains specific program protocols, supporting documents, policies and procedures, including but not limited to scripting, SOP’s, Work Instructions and process flows in collaboration with pharmaceutical partner(s) if applicable. Actively participates in the reporting of incidents or occurrences through the Quality Management System (QMR). Has a solid understanding of accounts payable and accounts receivable methodology.

In conjunction with the Pharmacovigilance Department, assures collection, processing and reporting of Adverse Events within contractual KPI’s and pharmacovigilance requirements. Have robust project management skills and the ability to manage day to day operations, while assuming responsibility for several projects simultaneously. Assists in the development and/or revision of policies and procedures.

Performs and supports regular program audits and quality assurance reviews to ensure KPI’s and pharmaceutical partner expectations are met, including call and chart audits as required.



Liaises with HR and Senior Management to coordinate recruitment, orientation, coaching, workload planning, and retention initiatives. Directly manages program specific employees to ensure the delivery of high-quality care and adherence to program, government, company and ISO 9001-2000 standards.

Is responsible to notify HR of any Health & Safety risks or concerns. Leads or assist with the implementation of Modified Work Programs for employees.

Develop and delivers employee training: including but not limited to clinical and reimbursement programs. Business graduate discipline in any field (College diploma, Undergraduate, Graduate), OR graduate of a Registered Nursing Program or Registered/Licensed Practical nursing program holding current registration from a provincial licensing body in Canada. At least three (3) years of management of Patient Support Program experience or recent management experience in the healthcare or pharmaceutical industry.

Demonstrated ability to interpret and integrate policies and procedures; solid track record in conducting education initiatives. Demonstrates time management skills, as well as an ability to evaluate urgent situations and make appropriate business decisions. Demonstrated willingness to travel as per business requirements.

Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements). Knowledge of the principles, practices and methods of account management; financial management and control; program development, implementation and evaluation; Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment. Established high speed internet access from home office. #

📌 Head of Programme Management (Mississauga)
🏢 Bayshore HealthCare
📍 Mississauga