Associate Director, Patient Services

Accountabilities

• Lead the execution of patient support program strategies and annual operating plans, ensuring initiatives align with patient needs, business objectives, and the overall patient journey.
• Provide day-to-day oversight of the patient support program and serve as a key contact for program providers, vendors, and operational partners.
• Plan and manage vendor-led projects and strategic initiatives, ensuring timely delivery, measurable outcomes, quality, and accountability.
• Identify and implement innovative and digital opportunities that improve program efficiency, patient engagement, and stakeholder experience.
• Build and maintain strong partnerships across Sales, Marketing, Market Access, Medical Affairs, Finance, Legal, Compliance, Regulatory, and operational teams.
• Develop relationships with external stakeholders, including agencies, patient support vendors, and technology or electronic medical record partners.
• Use patient program data to generate actionable insights, improve performance, optimize reporting, and support strategic decision-making.
• Enhance dashboards, analytics, and performance reporting to strengthen visibility into program effectiveness and patient outcomes.
• Manage contracts, statements of work, purchase orders, budgets, invoices, and financial reporting while monitoring risks and variances.
• Maintain program governance, operating guidelines, SOPs, and documentation, supporting audit readiness and adherence to applicable regulatory requirements.
• Drive continuous improvement and cost optimization through process enhancements, digital transformation, and effective vendor management.
• Support industry engagement and monitor developments in patient support, reimbursement, market access, and related healthcare trends.
• Provide guidance and education to internal stakeholders on patient services strategy and operations.
• Partner with senior patient services leadership to deliver departmental priorities and organizational objectives.

Requirements

• Bachelor’s degree in a relevant discipline; backgrounds in biotechnology, biomedical sciences, healthcare, business, or related fields are relevant.
• Approximately 7–10 years of relevant experience in biopharmaceuticals, specialty pharmaceuticals, healthcare, patient services, market access, reimbursement, or a related sector.
• At least 5 years of experience in patient support programs, patient services, marketing, market access, reimbursement, or patient access, including program operations and vendor management.
• Demonstrated experience leading complex patient-focused programs and driving operational excellence across the patient journey.
• Strong understanding of the Canadian pharmaceutical and healthcare environment, including relevant customers, stakeholders, and internal operating models.
• Experience managing patient-related projects, programs, vendors, contracts, budgets, and cross-functional initiatives.
• Strong analytical and strategic capabilities, with the ability to translate program data into meaningful business and patient insights.
• Excellent communication, relationship-building, organizational, and project management skills.
• Ability to work proactively and independently with limited supervision while remaining an approachable and collaborative team member.
• Strong ability to manage multiple priorities, navigate complexity, and deliver results in a dynamic environment.
• French and English bilingualism is considered an asset.
• Ability to work remotely from Canada and travel approximately 20% as required.

Benefits

• Fully remote position available across Canada.
• Competitive compensation and benefits package.
• Opportunity to contribute to programs designed to improve access, treatment experiences, and outcomes for patients with severe autoimmune diseases.
• High-visibility role with extensive collaboration across commercial, medical, market access, regulatory, finance, legal, and compliance functions.
• Opportunities to influence digital transformation, operational improvement, and patient services strategy.
• Dynamic, science-driven environment with opportunities for professional growth and development.
• Inclusive workplace committed to equal opportunity and valuing diverse perspectives.
• Meaningful opportunity to build expertise within the biopharmaceutical and patient services sector.
• Approximately 20% travel, including opportunities for collaboration with internal and external stakeholders.