Patient Support Program Manager

1. POSITION SUMMARY

The PSP Manager is an important position within Celltrion Healthcare in Canada (CTHC).

The candidate will provide leadership and direction for the comprehensive Celltrion CONNECT Patient Support Program (PSP) and will have responsibility for managing our PSP provider in the provision of all services. The candidate will work collaboratively with the PSP provider on management of the program including KPI monitoring, management of costs, expansion of services with new product launches, coordination for new hires, and administration of program changes where required. Key to the role will be improving the competitive position of Celltrion in the Canadian biosimilar landscape through PSP differentiation.

2. KEY ROLES AND RESPONSIBILITIES

• Provide initial and ongoing education to PSP field staff and facilitate education of healthcare practitioners regarding PSP offerings
• Management of sample distribution and inventory
• Increase program efficiencies and minimize costs by optimizing program SOPs, processes, and staffing
• Ensure that CTHC field staff is well trained and versed to sell features and benefits to customers
• Collect feedback from the program and communicate regularly to Celltrion functional leads and sales team
• Work collaboratively with Celltrion Market Access, troubleshoot payer specific reimbursement challenges and support appropriate response strategies
• Co-Pay Assistance program administration
• Participate in annual Celltrion Brand Planning processes including both strategic and tactical planning
• Work collaboratively with PSP provider to optimize Celltrion product launches with new product training, updates, and program expansion
• Proactively assess internal vs. external staffing requirements to optimize PSP offerings while managing costs
• Conduct weekly, monthly, and quarterly business reviews with PSP provider management team
• Give feedback and guidance to Celltrion as to required program changes to support new product launches. Design such PSPs to meet the requirements of the new products.
• Work collaboratively with Celltrion Marketing, Market Access, and Sales teams to gather feedback and apply improvements to the PSP as required
• Provide daily program oversight and act as the key point of contact for PSP provider and program staff
• Continuously endeavor to differentiate versus other PSPs, via value-add services
• Ensure that bridged or compassionate patients transition to commercial therapy as soon as possible
• Manage the PSP budget to ensure costs stay within plan and return on investment is maximized
• Support program staffing recruitment through interviewing and selection of candidates
• Adjudicate compassionate product requests and adverse event reporting requirements with support of Medical
• Develop and manage Key Performance Indicators (KPIs) to maximize program impact across all elements including phone support, patient enrollments, and reimbursement navigation

3. WORK EXPERIENCE

• Strong understanding and experience:
• Track record of delivering strong results
• Experience working with or within a pharmaceutical company
• Experience working in biologics/biosimilars (immunology specifically Gastroenterology, Rheumatology, Dermatology, and Oncology)
• Minimum 5 years of experience in patient support program management

- Managing patient support program costs and efficiencies

- Market access and the regional differences in Canada including reimbursement navigation

- Innovating in the PSP space

4. PROFESSIONAL COMPETENCIES AND SKILLS

• Bilingualism (English/French) considered an asset
• Awareness of external environment and landscape (policy, stakeholders, competitors) impacting the PSP environment to anticipate and plan for changes to ensure PSP competitiveness and efficiencies
• Demonstrated experience with execution of PSP updates, changes, and new program launches
• Solid ability to quickly grasp diverse therapeutic areas and understand the science
• Demonstrate critical leadership capabilities including strategic thinking, driving results, commercial orientation, collaborating and influencing
• Possess the drive, vision, and innovative mindset to positively challenge accepted norms to best position CTHC to address significant unmet patient needs
• Excellent communicator – verbal, written and presentation skills
• Proven results delivering significant business changes within a fast-paced, cross-functional, and matrix environment
• Patient Support Program planning: Demonstrated experience and proficiency in delivering a cross functional solution-based approaches to patient and HCPs needs through PSP provision
• Deep understanding of diverse therapeutic areas
• Strong understanding of the pharmaceutical sales and marketing functions, relationship building, value-based approaches, and sales-based metrics and KPIs
• Demonstrate enthusiasm, strong initiative, high sense of urgency, and being comfortable managing conflicts
• Strong analytical ability and experience working with KPIs, program statistics, and a variety of data sets
• Strong project management skills: ability to stay on top of and lead multiple projects concurrently
• Demonstrated ability working cross-functionally to align, motivate, and coordinate team members to collectively define and achieve critical milestones.

5. EDUCATION

• Bachelor's Degree is desired
• CCPE courses considered an asset