Patient Support Program Operations Specialist

Job Summary

The Patient Support Program (PSP) Associate supports the execution and oversight of Apotex Patient Support Programs by coordinating vendor operations, monitoring performance, and enabling efficient, compliant program delivery. This role acts as a key operational liaison across vendors and internal stakeholders to ensure PSP services are delivered in alignment with Apotex standards, contractual obligations, and regulatory requirements.

Job Responsibilities

• Act as a liaison between Apotex and vendors, including specialty pharmacies, service providers, and third-party administrators.
• Monitor vendor performance against contractual terms and service level agreements (SLAs), escalating and resolving operational issues impacting patient access, reimbursement, or therapy initiation.
• Participate in routine vendor performance reviews, assessing service quality, compliance, patient experience, and program KPIs.
• Support PSP readiness activities related to new product launches, program enhancements, and vendor transitions.
• Support oversight of the end?to?end PSP patient journey, including enrollment workflows, benefits investigation, reimbursement navigation, and coordination of therapy initiation.
• Identify operational gaps and contribute to continuous improvement initiatives to enhance patient access timelines and program efficiency.
• Serve as an internal point of contact for PSP related inquiries from field teams and internal stakeholders
• Track and analyze key PSP performance metrics, including enrollment volumes, time to therapy, reimbursement timelines, case turnaround times, and patient retention indicators.
• Generate standard and ad hoc operational and performance reports for internal stakeholders.
• Support forecasting of PSP case volumes, operational resource needs, and anticipated program demand in collaboration with internal teams and vendors.
• Review and reconcile vendor invoices against contractual pricing, case volumes, and service delivery to ensure billing accuracy.
• Investigate and resolve invoice discrepancies in collaboration with Finance and Procurement.
• Track operational spend against approved budgets and proactively flag potential variances.
• Maintain documentation supporting purchase orders, invoice approvals, financial reconciliations, and vendor payments.
• Support forecasting of PSP operational costs based on utilization trends and projected volumes.
• Maintain accurate PSP records and documentation in internal systems and shared databases.
• Support PSP governance activities, including adherence to SOPs, audit readiness, issue tracking, and operational risk identification.
• Assist in the review and approval of PSP materials and communications to ensure compliance with internal policies and external regulations.
• Ensure PSP data handling complies with privacy legislation (including PIPEDA) and internal data governance standards.
• Collaborate with Legal, Compliance, Finance, Procurement, Commercial, Marketing, and Market Access teams to support compliant and effective PSP delivery.
• Coordinate PSP operational communications and updates with field teams to ensure alignment in program processes and changes.
• Support onboarding and training of internal stakeholders involved in PSP activities.
• Participate in internal initiatives aimed at improving PSP delivery and operational excellence.
• Works in a safe manner collaborating as a team member to achieve all outcomes.
• Demonstrate Behaviours that exhibit our organizational Values: Integrity, Courage, Teamwork, and Innovation.
• Ensure personal adherence with all compliance programs including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, Safety and Environment policies, and HR policies.
• All other relevant duties as assigned.

Job Requirements

• Education
  • Post-secondary education in Business, Health Administrator, or a related field.
• Knowledge, Skills and Abilities
  • Demonstrated ability to interpret operational and financial data, identify discrepancies, and recommend improvements.
  • Understanding of service-based vendor contracts and performance-based fee structures.
  • Experience working with cross-functional stakeholders including Finance, Procurement, Market Access, and Compliance.
  • Strong understanding of the Canadian pharmaceutical reimbursement landscape, including private insurance, provincial drug programs, and special authorization processes.
  • Experience working with patient support programs, specialty pharmaceuticals, or reimbursement navigation is strongly preferred.
  • Understanding of pharmaceutical compliance frameworks and PSP governance requirements within the Canadian regulatory environment.
  • High attention to detail with strong organizational and multitasking capabilities.
  • Excellent written and verbal communication skills with the ability to manage multiple stakeholders.
  • Proficiency in Microsoft Office, SAP, and CRM systems.
  • Bilingual (French) is an asset.
• Experience
  • 2 -5 years of experience in program coordination, vendor management, or pharmaceutical operations.