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Roche

Patient Services Manager

Mississauga, ON, Canada

Job type: Full-time
Apply by: Oct 29, 2026
Experience: You possess 5+ years of relevant PSP (including reimbursement) experience alongside 5+ years of experience within the Healthcare and/or Pharmaceutical industry
Posting language: English
Posted: Sep 29, 2026

Apply About employer

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Original job description

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.

Roche is an Equal Opportunity Employer.

Apply About employer

More about this job

Responsibilities

Lead the strategy, design, execution, monitoring, and, when needed, shutdown of Patient Support Programs, ensuring alignment with therapeutic area goals and a strong patient experience. Monitor program performance, data, vendors, budgets, and compliance while collaborating with internal teams and the PSP Excellence Lead to improve program effectiveness and operations.

Requirements

A bachelor’s degree in Business Administration, Healthcare, or a life science-related field is required or desired, with a master’s degree considered an asset. Candidates should have at least five years of relevant Patient Support Program experience, including reimbursement, and at least five years in healthcare or pharmaceuticals, along with demonstrated program, budget, vendor, analytical, and stakeholder-management capabilities.

Skills

Program Design And Execution
Program Lifecycle Management
Vendor Management
Budget Management
Financial Management
Data Analytics
Real-World Evidence
Digitalization
Automation
Artificial Intelligence
KPI And SLA Monitoring
Regulatory Compliance
Stakeholder Collaboration
Negotiation
Project Management

Visa sponsorship

Not detected in the job text

Keywords

Patient Support Programs
Patient Access
Patient Uptake
Reimbursement
Therapeutic Area Strategy
Program Lifecycle Management
Vendor Management
Contractual Agreements
Financial Management
Operating Budgets
Forecasts
Invoices
Data Analytics
Actionable Insights
Real-World Evidence
Digitalization
Automation
Artificial Intelligence
Key Performance Indicators
Service-Level Agreements
Standard Operating Procedures
Regulatory Compliance
Customer Experience
Stakeholder Management
Process Improvement
Business Reviews
Healthcare
Pharmaceutical Industry
Project Management
Commercial Strategy

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