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.