Patient Support Lead Jobs

Site Name: Canada – Ontario – GTA, Canada - Ontario - Mississauga, Canada – Ontario – Ottawa
Posted Date: May 2 2023
Are you a highly experience Patient Support Lead with extensive troubleshooting and relationship management experience? Are you looking to join a company where you will make a difference? Do you thrive in environments where you take the lead and use your agile methodologies to deliver results? At ViiV Healthcare, we work for people living with HIV and the communities that support them. We are guided by our values of Respect, Integrity, Transparency and the Patient-Focus in everything we do.
Job Purpose:
This is a senior field-based role that will lead the design, implementation, continuous improvement and performance monitoring of multiple Patient Support Programs (PSP) that will deliver on customer experience standards within ViiV. In collaboration with global supply chain, you will develop wholesale distribution strategies for new product launches and act as primary contact with external vendor to manage wholesaler/distributor set-up, direct account policy and ongoing channel operations oversight.
With cross-functional collaboration with field and head office stakeholders; you will lead the conduct of RFPs to select optimal vendor partners that are aligned to our culture and can best deliver on our desired program experience/outcomes in a cost-effective manner. In this role, you will be the voice of the customer throughout the design and implementation of the PSP through leading patient focus group discussions and facilitating workshop sessions at HCP advisory boards.
This role may be based out of our Ontario or Quebec locations.
Details (Your Responsibilities):
This role will provide YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following…

• Provide initial and ongoing training and education to field staff on PSP services and facilitate education of HCPs regarding program offering. Engage field staff in program design and as part of cross-functional team that will ensure program optimization over time.
• Stay abreast of the changing conditions in market and product portfolio to ensure that all PSP and channel delivery services reflect actual business/organizational needs while meeting the needs of the target audience and maintaining highest quality of service
• Collaborate with vendor to build data collection platform and analytical reports to provide real-time market insights as well as payer-specific reporting tools.
• Provide strategic and tactical input to continuous improvement processes and development.
• Manage PSP and preferred specialty pharmacy vendor relationships to ensure key performance metrics (KPIs) are met. Monitor and report KPIs for PSP and Specialty Pharmacy and work collaboratively with vendor partner to expeditiously manage any issues.
• Ensure all patient services and specialty pharmacy services are compliant with all applicable laws, regulations, and guidance with policies and procedures.
• Ability to work directly with field staff and vendor partners to proactively resolve program issues reported from HCPs or other sources.
• In partnership with Market Access leads, troubleshoot payer-specific reimbursement challenges and support appropriate response strategy.
• Identify and address training, performance, and competency needs of vendor to ensure achievement of business objectives. Continuously assess performance and program delivery against business needs. Identify external and internal factors impacting performance and develop a plan to address them.
• Collaborate with Commercial partner(s) to create patient services brand concept and value proposition through market research, as well as service branded education, program tools/forms, website etc.

Why you?
Basic Qualifications:
We are looking for professionals with these required skills to achieve our goals:

• Experience implementing change strategy, helping teams navigate change and achieve sustainable performance
• Strong executive presence to interact appropriately with all levels of the organization, both locally and above country.
• Ability to work independently and prioritize with minimal daily instruction
• Strong analytical skills with the proven ability to effectively analyze data to determine trends and inform strategy
• Outstanding customer relationship, interpersonal, and communication skills with the established ability to effectively work with diverse audiences and influence cross functionally
• Proven negotiation skills.
• Strong verbal and written communication skills are essential
• Ability to influence others, collaborate, execute, and accomplish goals within a matrix environment.
• Knowledge and experience with specialty pharmaceutical distribution, including PPNs
• Minimum 5-8 years of PSP experience in a leadership role
• Knowledge and experience with Canadian payer landscape and reimbursement navigation for both public and private plans
• Bachelor’s degree required
• Previous experience in launching and operationalizing PSPs
• Ability to travel (greater than 50%) with Valid driver license*
• Excellent organization and multi-tasking skills
• Ability to work effectively across a matrix organization
• Ability to think strategically to improve current processes
• Passionate about patient care and highly customer-centric
• This position requires the employee to drive routinely on Company business and allows for the provision of a company – leased vehicle. However, to be eligible for this position and a company vehicle, ViiV will need to obtain acceptable results from a license verification inquiry and drivers abstract review against its safe driver program requirements.
• Exceptional interpersonal skills and problem-solving capabilities

Preferred Qualifications:
If you have the following characteristics, it would be a plus:

• Please note: This is not a developmental opportunity as we require the incumbent to be highly experienced performing the above tasks. Only candidates meeting the basic requirements will be contacted. In the event where the number of qualified candidates vastly exceeds the number of vacancies, the candidates’ leadership team will be contacted to help rank candidates. Only top candidates are to be interviewed.
• MBA or equivalent career experience in life sciences, medicine, or clinical research is preferred
• While the majority of this role will be performed in English, French language ability would be an asset
• Experience in the pharmaceutical industrial would be an advantage

Why ViiV?
ViiV Healthcare is a global specialty HIV company, the only one that is 100% focused on researching and delivering new medicines for people living with, and at risk of, HIV. ViiV is highly mission-driven in our unrelenting commitment to being a trusted partner for all people living with and affected by HIV. We go to extraordinary lengths to deliver the sorts of breakthroughs, both in treatments, care solutions and communities, that really count. We go beyond the boundaries of medicine by taking a holistic approach to HIV through developing and supporting sustainable community programs and improving access to care. We are fully committed to push through every challenge until HIV/AIDS is eradicated. ViiV has played a significant part in delivering breakthroughs that have turned HIV into a manageable health condition. We offer the largest portfolio of HIV medicines available anywhere, and we continue our work to cater for the widest possible range of needs in response to the HIV epidemic. We are aware of how much is at stake for those affected by HIV and we show up every day 100% committed to the patients. Our work culture is fast-paced, diverse, inclusive, competitive, and caring. But ViiV isn’t just somewhere to work – it’s a place to belong, an invitation to bring your very best, and a team full of impact-driven team members who are hungry to make a difference. While we have been improving lives of HIV patients for 30 years, this is an especially exciting time to be at ViiV, as we focus on delivering novel approaches to treatment that could further reduce the impact of HIV on individuals and communities.
Find out more:
Our mission | ViiV Healthcare Canada
ViiV Healthcare ranks #1 company in the PatientView "Corporate Reputation of Pharma"
At ViiV Healthcare, we will not rest until we leave no person living with HIV behind. Until the 38 million people living with HIV is down to zero, we will continue searching for new ways to limit the impact of HIV.
We are the only pharmaceutical company solely focused on combating, preventing, and ultimately eradicating HIV and AIDS. At ViiV Healthcare, we do things differently. Born out of a partnership between GSK and Pfizer in 2009, with Shionogi joining in 2012, we are determined to help end the HIV epidemic. We are guided by our mission to leave no person living with HIV behind and it is this mission that unites our employees located across the globe. We combine expertise in research, manufacturing, policy and more to push the boundaries of what people think is possible in HIV treatment and care. As a result of our connection with GSK, we are able to draw on their proud history and resources. This means that you would receive all the employee benefits offered by GSK.
Living our mission of leaving no person living with HIV behind means keeping inclusion and diversity at the heart of everything we do - from our breakthrough innovation, to our diverse portfolio of medicines as well as the work we do to partner with HIV communities. Having a diverse team and a truly inclusive culture where we’re all able to be ourselves and feel like we belong will make us an even stronger team, better able to perform as a business and deliver on our mission to leave no person living with HIV behind.
ViiV is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals to apply to our career opportunities. ViiV is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please contact us at [email protected]. Please do not send resumes to this e-mail and instead apply through the online application process of this posting.
As a health and science-based organization, ViiV is committed to following the recommendations as set out by Health Canada and taking all necessary steps to help curb the spread of COVID-19 which includes getting the COVID-19 vaccine. We feel strongly that this is the best way to help protect those we value most: our employees, families, communities and the patients and consumers we serve. To that end, we are taking an important step to ensure the safety of our employees during this global public health crisis.
Only employees who are fully vaccinated against COVID-19 may attend our Mississauga and Laval corporate offices. In addition, all customer-facing employees who, as part of their job, attend healthcare settings such as hospitals, pharmacies, doctors’ offices and dentists’ offices will need to be fully vaccinated against COVID-19. Notwithstanding the foregoing, employees may seek an accommodation for human rights-related reasons, including medical or disability-related conditions, or religious beliefs.
Important notice to Employment businesses/ Agencies
ViiV does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact ViiV 's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to ViiV. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and ViiV. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of ViiV. ViiV shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.