Posting closing date: October 14, 2026

Date de fin d’affichage : Le 14 octobre 2026

Status : Regular, full-time

Statut : Régulier, temps plein

Location: Field-Based, Ontario / Lieu : Sur le terrain, Ontario

Field Patient Support Services Manager (FPSSM)

Role Purpose

The FPSSM is a non-commercial, field-based role responsible for supporting patient access to advanced therapies and Patient Support Programs (PSPs) across Ontario. Separate from the head office PSP Team but able to interact with it, the FPSSM acts as the primary field liaison between specialty pharmacies, healthcare professionals, infusion clinics, and internal stakeholders, working to identify and resolve patient access barriers, minimize therapy delays, and improve the patient experience.

The FPSSM partners closely with specialty pharmacies, physicians, infusion clinics and field teams to ensure patients receive timely access to therapy. As a non-promotional role, the FPSSM can support discussions around treatment access pathways, operational processes, reimbursement navigation and patient support solutions while maintaining the highest standards of compliance and patient-centricity.

Territory Leadership & Operations

- Serve as the territory contact for specialty pharmacies, infusion clinics, and healthcare providers.
- Ensure consistent, effective specialty pharmacy services across the territory.
- Monitor patient access and treatment initiation, proactively addressing operational challenges.
- Analyze territory access metrics to improve patient outcomes and service levels.
- Escalate and manage complex access issues, treatment delays, and operational concerns requiring cross‑functional support.





Patient Access & Treatment Journey Optimization

- Identify and resolve barriers related to patient enrollment, reimbursement, therapy initiation, scheduling, infusion coordination and ongoing treatment access.
- Collaborate with specialty pharmacies, clinics and physicians to facilitate timely patient access to therapy.
- Develop practical solutions that optimise patient journeys while remaining compliant with applicable regulations and company policies.
- Support providers in navigating reimbursement, access and operational processes.

Healthcare Skilled Engagement

- Build and maintain trusted relationships with specialty pharmacies, infusion clinics, physicians, nurses, clinic administrators and healthcare networks.
- Participate in customer meetings alongside commercial teams, where appropriate, to provide patient access expertise and support treatment access discussions.
- Act as a trusted subject matter expert for specialty pharmacy and patient access processes.

Cross-Functional Collaboration

- Facilitate communication between specialty pharmacies, the head office PSP team, Market Access, Medical, Compliance and Commercial colleagues, where appropriate.
- Share field insights on access challenges, customer needs, competitive dynamics and operational opportunities.




- Join cross-functional meetings to implement solutions that improve patient experience.
- Improve programs through ongoing collaboration and stakeholder feedback.

Continuous Improvement & Analytics

- Monitor specialty pharmacy KPIs, patient access metrics and service levels.
- Gather field feedback from healthcare professionals to identify improvement opportunities.
- Develop and implement action plans to address identified gaps.
- Provide regular territory updates and recommendations to department leadership.

Compliance, Quality & Risk Management

- Ensure compliance with company policies, patient privacy, industry codes and regulatory standards.
- Support vendor oversight by identifying and escalating service quality issues.
- Maintain records and reports on patient support activities and operational issues.
- Report adverse events and product complaints per company procedures and pharmacovigilance requirements.

Professional Development

- Maintain expertise in patient support, specialty pharmacy, reimbursement, infusion networks and Canadian healthcare.
- Pursue ongoing professional development.

The Ideal Candidate Possesses The Following Qualifications

Education

- University degree in Health Sciences, Life Sciences, Nursing, Pharmacy, Business or a related discipline.

Experience

- Minimum 5 years of experience within the pharmaceutical, healthcare, specialty pharmacy, reimbursement, patient services or related healthcare environment.
- Proven experience with healthcare professionals and institutions.
- Experience resolving com

📌 Field Patient Support Services Manager (London)
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