The Director/Senior Manager, PSP Enablement is responsible for the overall leadership, growth, operational performance, and financial management of OkRx’s PSP Support division.
OkRx does not operate, own, or manage Patient Support Programs. Instead, we support PSP providers, pharmaceutical manufacturers, pharmacies, healthcare providers, payors and other stakeholders by providing the technology, workflows, infrastructure, reporting, and operational tools that help PSPs run more efficiently and effectively.
The Director/Senior Manager will oversee PSP Support operations, client relationships, business development, staffing, financial performance, technology enablement, reporting, and program execution. This individual will report directly to the CEO and work closely with internal teams, PSP providers, pharmaceutical manufacturers, and other healthcare stakeholders to develop and execute strategies that support organizational growth, strengthen client partnerships, and further establish OkRx as Canada's leading technology and patient access enablement partner for Patient Support Programs.
Success in this role requires a strong understanding of PSP operations, patient access workflows, reimbursement processes, specialty medications, healthcare technology, and client service. The ideal candidate will be commercially minded, operationally disciplined, technology-forward, and highly trusted by clients who rely on OkRx to help them deliver better PSP experiences.
Key Responsibilities
Client Success & Sponsor Relationships
- Serve as the senior point of contact for pharmaceutical manufacturers, sponsors, and strategic partners.
- Develop and maintain strong client relationships through regular business reviews and performance discussions.
- Ensure contractual obligations and service level agreements (SLAs) are consistently achieved.
- Manage client escalations and resolution of operational issues.
- Identify opportunities for account growth, service expansion, and contract renewals.
- Lead sponsor presentations, program reviews, and strategic planning sessions.
Business Development & Growth
- Lead and support business development activities to expand PSP services.
- Participate in RFP responses, proposal development, pricing strategies, and client presentations.
- Collaborate with executive leadership on growth initiatives and market expansion opportunities.
- Monitor industry trends, competitive activity, and emerging PSP models.
- Identify opportunities to introduce new services, technologies, and operational capabilities.
PSP Operations & Service Delivery
- Provide overall leadership and oversight of PSP Support operations.
- Ensure programs are delivered efficiently, effectively, and in accordance with client requirements.
- Develop and maintain operational workflows, SOPs, work instructions, and service standards.
- Oversee program implementation, launches, transitions, and ongoing management.
- Manage operational KPIs and performance metrics.
- Lead resource planning, workforce scheduling, and capacity management.
- Resolve operational issues and implement corrective actions as required.
- Drive continuous improvement initiatives to enhance efficiency, quality, and patient outcomes.
- Ensure business continuity plans are established and maintained.
Financial Management
- Develop and manage departmental budgets.
- Monitor program profitability, revenue, and expenses.
- Manage monthly invoicing process
- Oversee accounts receivable
- Prepare financial forecasts and resource utilization plans.
- Identify opportunities to improve operational efficiency and financial performance.
- Support pricing strategies and profitability assessments for new business opportunities.
People Leadership & Workforce Planning
- Recruit, onboard, develop, and retain high-performing team members.
- Provide leadership and direction to program managers, coordinators, and operational staff.
- Establish performance objectives and conduct regular performance reviews.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Develop training programs and professional development plans.
- Lead workforce planning and succession planning initiatives.
Compliance, Quality & Risk Management
- Ensure compliance with applicable privacy, regulatory, and contractual requirements.
- Maintain adherence to internal policies, quality standards, and operational procedures.
- Oversee quality assurance and quality control activities.
- Lead audit preparation and audit response activities.
- Manage operational risks, incidents, and corrective action plans.
- Ensure documentation and record management practices meet organizational standards.
Reporting, Analytics & Continuous Improvement
- Establish and monitor key performance indicators across all PSP programs.
- Develop executive dashboards and performance reporting frameworks.
- Analyze operational, financial, and program performance data.
- Present business insights and recommendations to senior leadership and clients.
- Identify opportunities to improve program outcomes, efficiency, and client satisfaction.
- Ensure data quality and reporting accuracy.
Technology Enablement & Innovation
- Partner with technology and product teams to optimize PSP platforms and workflows.
- Define business requirements for new technologies and enhancements.
- Participate in user acceptance testing (UAT) and implementation activities.
- Support system integrations involving healthcare providers, pharmacies, insurers, and sponsors.
- Identify opportunities to leverage automation, AI, and digital workflows.
- Drive adoption of technology solutions that improve operational performance and client experience.
Qualifications
Education
- Bachelor's degree in Business, Healthcare Administration, Life Sciences, Pharmacy, Nursing, or a related field.
- Health Care Professional degrees are considered an asset.
Experience
- 7+ years of experience in Patient Support Programs, specialty pharmacy, healthcare operations, pharmaceutical services, or related healthcare environments.
- 5+ years of progressive leadership experience managing teams and client relationships.
- Demonstrated experience managing pharmaceutical manufacturer relationships and sponsor programs.
- Experience with PSP operations, reimbursement services, patient access programs, and healthcare workflows.
- Experience managing budgets, financial performance, and operational KPIs.
- Experience participating in RFPs, business development, and client presentations.
Skills & Competencies
- Strong leadership and people management skills.
- Excellent communication and presentation abilities.
- Strong financial and business acumen.
- Exceptional organizational and project management skills.
- Analytical mindset with experience using operational data to drive decisions.
- Strong client relationship management capabilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with healthcare technology platforms, CRM systems, and operational reporting tools.
Success Measures
Success in this role will be measured by:
- Client satisfaction and retention.
- Program growth and revenue performance.
- Achievement of operational KPIs and SLAs.
- Team engagement and retention.
- Financial performance and profitability.
- Quality and compliance outcomes.
- Successful implementation of new programs and technologies.
- Continuous improvement in patient, provider, and sponsor experience.
This position represents a key leadership role responsible for the overall success, growth, and strategic direction of the Patient Support Program division.
Pay: $90,000.00-$130,000.00 per year
Work Location: Hybrid remote in Mississauga, ON L4W 5A1
