Patient Services Manager

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

18 month contract

Job Purpose

The PSM is accountable for the end to end strategy, design, execution, monitoring, shut down (as necessary) and overall success of Patient Support Programs (PSPs) in alignment with the squad/therapeutic area strategy.  

In this role, the PSM will be a key partner to the squads, responsible for translating the Therapeutic Area/Brand Strategy into a comprehensive PSP Strategy. This accountability spans the entire program lifecycle, from managing the initial setup and implementation with relevant vendors to proactively driving the performance, efficiency, and continuous improvement of all active PSPs. The PSM will rigorously monitor programs to ensure optimal patient uptake and access, deliver a best-in-class customer/patient experience, and champion robust data collection to generate actionable insights. This is all conducted while maintaining strict oversight to ensure all PSPs are compliant, effective, and adhere to all contractual/financial agreements. The PSM will also be responsible, when required, for developing and executing a PSP shutdown strategy.

The PSM will work closely with the PSP Excellence Lead on implementing best practices, process improvements, vendor management, etc.

 

The Opportunity:

PSP Strategy, Design & Shut Down

• Lead the end-to-end strategy, design, execution, and overall success of Patient Support Programs (PSPs) in alignment with therapeutic area and squad strategies.
• Partner closely with squads to translate complex disease area and product strategies into comprehensive PSP strategies.
• Consult and collaborate with external customers and patients to design best-in-class programs that optimize patient uptake, access, and overall experience.
• Develop and execute strategic PSP shutdown strategies when required by the product lifecycle.

Data, Digitalization & Monitoring

• Act as the primary source for analytics and insights generation, providing actionable data to inform key stakeholder decisions and ensure program optimization.
• Identify, generate, and facilitate Real-World Evidence (RWE) to continuously improve the patient and customer journey.
• Implement advanced digitalization solutions, automation, and technology (including AI) to drive operational efficiencies and experiential excellence.
• Lead rigorous program monitoring and regular business reviews with vendors and cross-functional partners to track KPIs, SLAs, and financial metrics (budgets, forecasts, invoices).

Compliance & Stakeholder Collaboration

• Maintain strict oversight to ensure all active programs are fully compliant, adhere to SOPs, and remain financially sustainable.
• Collaborate seamlessly with internal teams (commercial, medical, legal, compliance, finance) and external vendors to resolve issues and manage contractual changes.
• Work closely with the PSP Excellence Lead to champion and scale best practices and process improvements across the portfolio.

Who you are:

• You hold a Bachelor’s degree in Business Administration, Healthcare, or a Life Science-related field; a Master’s degree is considered an asset.
• You possess 5+ years of relevant PSP (including reimbursement) experience alongside 5+ years of experience within the Healthcare and/or Pharmaceutical industry.
• Demonstrated experience successfully leading complex programs, managing large operating budgets, and steering vendor relationships.
• Strong business acumen with proven capabilities in strategic visioning, financial management, and end-to-end strategy execution.
• Strong ability to influence, negotiate, and confidently navigate difficult conversations with diverse stakeholders.
• Advanced analytical skillset with the ability to capture, interpret, and leverage data to implement technical or automated solutions.
• Project Management experience or Commercial experience (sales, marketing, medical) is highly beneficial.
• Bilingualism (English/French) is a strong asset.

Relocation assistance is not available for this job posting.

The expected salary range for this position based on the primary location of Mississauga is 105,560.00 and 138,547.50 of hiring range. Actual pay will be determined based on experience, qualifications, and other job-related factors as determined by the company.

We use artificial intelligence to screen, assess or select applicants for this role.

This posting is for an existing vacancy at Hoffmann-La Roche Ltd.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.