PSP Manager, CMH (24-month contract)

Toronto, ON - Hybrid

Introduction

We are hiring a PSP Manager for our client, Eli Lilly, based in Toronto, Ontario. Reporting to the Senior Director, Customer Support Program Lead, the PSP Manager will support retail brands within the Cardiometabolic Health portfolio, including Zepbound and Mounjaro. This role will support in leading the strategy, operational delivery, monitoring, and continuous improvement of Patient Support Programs (PSPs), with a focus on delivering exceptional patient and healthcare professional experiences.

The successful candidate will work closely with cross-functional partners and external vendors to ensure PSPs operate effectively and continue to evolve based on patient, healthcare professional, and business needs. This is a 24-month contract position with a hybrid schedule requiring 2-3 days per week in the office.

Responsibilities

PSP Strategy Development & Program Design

- Partner with brand teams to identify patient needs, understand customer expectations, and assess the competitive landscape for retail products.
- Develop and implement PSP strategies aligned with global design principles, Canadian market requirements, and brand objectives.
- Support retail brands within the Cardiometabolic Health portfolio, including Zepbound and Mounjaro.
- Collaborate with cross-functional teams including Brand, Medical, IT, Patient Safety, Quality, Supply Chain, Legal, Ethics & Compliance, Market Access, Government Affairs, and Finance to design and enhance patient support programs.
- Define operational requirements, implementation plans, resources, and vendor support necessary for successful program execution.
- Identify opportunities to improve patient and healthcare professional experiences throughout the PSP journey.

PSP Operations, Monitoring & Oversight





- Oversee the day-to-day operations of Patient Support Programs, including PSP call centre support, financial assistance cards, co-pay assistance programs, and product troubleshooting.
- Manage relationships with external PSP vendors and ensure the timely resolution of patient, healthcare professional, and operational issues.
- Support private access reimbursement pathways, including programs that assist cash-paying patients through discount initiatives.
- Monitor program performance through CRM platforms, reporting, data analysis, customer feedback, call monitoring, and key performance indicators.
- Lead regular vendor performance reviews and cross-functional business reviews to evaluate program effectiveness and identify continuous improvement opportunities.
- Ensure programs operate in accordance with Patient Safety, Medical Quality, Privacy, Compliance, and Customer Experience standards.
- Manage program budgets, financial tracking, forecasting, and vendor contract oversight.

Project Management & Stakeholder Leadership

- Lead complex, cross-functional initiatives involving multiple teams, stakeholders, timelines, and dependencies.
- Develop project plans and proactively identify risks, mitigation strategies, and opportunities for improvement.
- Manage stakeholder expectations, facilitate communication, and ensure alignment across internal and external partners.




- Collaborate with PSP colleagues to share best practices and support the delivery of high-quality patient support programs across therapeutic areas.

Requirements

- University degree required; MBA preferred.
- 3+ years of Patient Support Program management experience within a pharmaceutical company on the manufacturer side.
- Experience supporting retail products.
- Familiarity with co-pay assistance programs, financial assistance programs, and PSP operational execution.
- Experience supporting private access reimbursement programs.
- Experience in budget management, financial tracking, and vendor oversight.
- Robust capabilities in data analysis, reporting, and leveraging CRM platforms to monitor program performance.
- Extensive project management experience with a proven ability to deliver complex, cross-functional initiatives.
- Demonstrated ability to manage multiple teams, tasks, timelines, and competing priorities.
- Strong customer-facing experience with a proven commitment to creating exceptional patient and healthcare professional experiences.
- Excellent collaboration skills across business units, functional departments, and external vendors.
- Strong attention to detail.
- Digital health experience is considered an asset.
- Bilingualism in English and French is considered an asset.

What We Offer

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About Us

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