Director, Patient Support Solutions

JOB SUMMARY

The Director, Patient Support Solutions is responsible for overseeing the development, implementation, and evaluation of patient support programs, with direct leadership accountability for Associate Directors who report into the role. This role is responsible for department‑wide financial performance, cross‑functional operational alignment, broader risk and compliance oversight across the PSS portfolio, and strengthening client relationships to support program growth and overall business objectives.

This position reports directly to the National Director, Specialty Programs and Clinical Operations.

• Coordinates program/portfolio leadership in the execution of Patient Support Solutions, including service delivery and client management.
• Oversee service delivery for PSS managers across national operations, ensuring that program standards, including KPIs, corporate SOPs, and departmental requirements, are met.
• Ensures the quality of PSS service delivery is optimized, service delivery standards are met, and deviations are escalated to leadership, including ensuring conditions of MSAs and SOWs are tracked and met by the respective teams.
• Provides leadership and champions, in collaboration with the National Director, Specialty Programs and Clinical Operations, the Bayshore team culture of quality, compassion, reliability, teamwork, innovation, leadership, and personal growth.
• Leads the planning, forecasting, and management of PSS operational forecasts, in conjunction with the National Director, Specialty Programs and Clinical Operations.
• Leads the development and execution of continuous improvement and operational efficiency strategies across Patient Support Solutions programs, identifying opportunities to optimize processes, enhance service delivery, and implement new technologies and operational practices that improve both the patient and employee experience.
• Acts as the accountable leader for risk management and ensures program/portfolio leaders are accountable for program staff adherence to corporate SOPs and applicable provincial and federal regulatory, IMC, and/or licensing body requirements.
• Ensures the PSS structure is optimized to deliver required services and utilizes resources across the division by creating tools to monitor, control, and elevate challenges early to the appropriate manager.
• Represents PSS at cross-functional internal and external meetings, RFPs, and key projects, using sound knowledge of pharmaceutical industry standards, internal practices, quality regulations, and provincial reimbursement.
• Assists BSRx leadership and quality teams to assess, develop, and implement policies, procedures, work instructions, forms, and documents within the guidance of the quality team’s formal change management process.
• Provides leadership, coaching, and development to the team while overseeing workforce planning, succession planning, recruitment strategy, talent acquisition, and capability building to support business objectives and the advancement of strategic partnerships.
• Fosters trust and open communication with cross‑functional partners and ensure PSS leaders are aligned, including PSS Operations, Nursing, Pharmacy, PV/QA, Data/Analytics, DEX, IT, BD, and Home Health partners.
• Acts as the key escalation point for PSS matters and communicates escalations to the National Director, Specialty Programs and Clinical Operations, as appropriate.
• Maintains accountability for departmental P&L performance through ongoing financial analysis, budget management, and strategic workforce planning. Reviews and optimizes the utilization of billable and non‑billable roles, identifies opportunities to maximize revenue generating activities, controls labour costs, improves operational efficiency, and drives financial performance in alignment with divisional objectives.
• Develops leadership and management skills and deepen knowledge of the pharmaceutical industry to bring more value to BSRx clients.
• Develops and maintains strategic, trusted partnerships with pharmaceutical clients, serving as a senior point of contact for business, operational, and service‑related matters. Leads…