Shire Patient Services Manager in Toronto, Canada

The Manager of Patient Services (MPS) will report to the Head of Patient Services Canada.

Key responsibilities will include identifying, implementing and managing patient services and programs across all relevant Rare Disease brands in Canada and undertakes continuous improvement measures.

The purpose of this role is to represent, support and align patient services associated with the Shire Rare Disease brands as well as, working with the cross functional partners both internally and externally to provide supportive patient services.

The Patient Support Manager is responsible for understanding the needs of the patients and Health Care Professionals within the Canadian Healthcare environment.

The successful candidate collaborates with sales, regulatory, medical and other functional leaders to ensure that services and services strategies are translated in customer and patient level action plans.


Job Function and Description


Development of Strategic initiatives for Patient Supportive Services

  • Support New Initiatives/New Product Launches

  • Works with brand teams and Head of Patient Services to identify new patient and customer service requirements and initiatives

  • Be a conduit for information between brands and Patient Support Programs (PSP)

  • Provide assistance to the Shire cross functional team with any PSP questions or identified gaps

  • Ensure and provide regular updates to all cross functional team members


Ongoing Support for current Patient Support Programs

  • Track KPIs associated with patient support programs/services and ensure feedback mechanism in place with regular reviews

  • Continuous program process and efficiencies

  • Perform PSP training for key stakeholders


Ensure alignment between Shire and external partners

  • Collaborate closely with sales and key customers to implement strategic services supporting the Rare Disease portfolios

  • Along with patient services team, develop relationships with leading nurses and physicians in relevant therapeutic areas

  • Provides regular updates to HPS and brand teams

  • identifies any issues and works with the brand to develop a plan of action

  • Liaises with the Shire cross functional team to manage any program contracts

  • Design patient support program materials

Education and Experience Requirements

  • Bachelor’s degree in Business or Scientific education (Biology or Chemistry or Nursing)

  • Minimum of 3 years working in Patient Services or Pharmaceuticals

  • Must have understanding of Canadian Reimbursement/Payor landscape

  • Issues management experience important

Key Skills, Abilities, and Competencies

  • Strong business acumen

  • Strategic thinker, tactical driver and implementer

  • Dynamic team player with excellent organizational, interpersonal, influencing, presentation skills

  • Strong listening and verbal skills – a good ambassador for Shire

  • Exhibits knowledge and awareness of the Canadian Health Care environment including the reimbursement landscape

  • Able to work independently and under pressure with conflicting priorities and tight deadlines, while maintaining a positive, helpful attitude

  • Creative and innovative

  • Self-motivated, performance driven

Other Job Requirements

  • Based in downtown Toronto Ontario

  • 20% travel, primarily in Canada

  • Required fluency in English; French (highly beneficial)

Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.

Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.