Manager – Training and Decentralized Patient Support Program (PSP)

About PSPSync:

PSPSync Limited is a dynamic and growing provider of Patient Support Program (PSP) services, specializing in innovative, technology-enabled solutions that simplify access to therapies for patients across Canada. We are committed to delivering seamless, patient-centric support that drives outcomes for patients, healthcare providers, and our pharmaceutical partners.

Position Overview

Seeking a strategic and results driven Manager – Training and Decentralized PSP to lead the design, implementation, and continuous improvement of our PSP training program. This role will be responsible for managing end-to-end training initiatives that support employee development, regulatory compliance, and organizational growth across our PSP. The ideal candidate will have a strong background in program management, instructional design, and PSP operations.

Key Responsibilities

Employee Onboarding

Own and manage PSP training onboarding process for new hires, ensuring a smooth and engaging experience from pre-boarding through the first 90 days.
Coordinate with HR, IT, Compliance, and department leads to deliver timely training, resources, and system access.
Continuously evaluate and enhance onboarding content and delivery based on feedback, quality outcomes, and performance metrics.

Third-Party & Decentralized Partner Management (PSP Environment)

Own the training for onboarding and governance of decentralized PSP partners (e.g., third-party pharmacies, nursing providers, and field service vendors).
Act as the primary relationship owner for external partners using proprietary PSP systems, ensuring adherence to defined workflows, service standards, and contractual obligations.
Oversee partner readiness and performance across key PSP processes, including patient enrollment, consent management, HCP engagement, data handling, and service delivery execution.
Coordinate with Compliance, Privacy, and Operations teams to ensure partner activities align with regulatory requirements (PHIPA/PIPEDA), client agreements, and internal SOPs.
Ensure accurate setup, access control, and lifecycle management of partner users and HCPs across internal and external systems, maintaining audit-ready documentation.
Lead change management and partner enablement efforts to support updates to programs, systems, or regulatory requirements, including remediation and re-alignment where gaps are identified.

Program Development & Management

Design, launch, and manage scalable training programs aligned with business objectives and PSP operational needs.
Oversee the full training lifecycle, including needs assessment, curriculum development, delivery, and effectiveness evaluation.
Partner with subject matter experts (SMEs) across Operations, Nursing, IT, and Compliance to ensure content accuracy and real-world applicability.

Stakeholder Engagement

Partner with department leaders, HR, Compliance, and external partners to identify training needs and prioritize initiatives.
Clearly communicate training objectives, timelines, and outcomes to internal teams and decentralized stakeholders.

Performance Measurement & Continuous Improvement

Define KPIs and success metrics for internal and external training programs (e.g., time-to-productivity, quality outcomes, error rates, audit findings).
Analyze training feedback, operational data, and quality indicators to drive continuous improvement and standardization across PSP delivery models.

Technology & Tools

Utilize the Learning Management System (LMS) and other training enablement tools to administer and track training
Support system-based training for proprietary PSP platforms, ensuring usability, consistency, and adoption across decentralized users.
Stay current with emerging learning technologies and best practices relevant to healthcare and PSP environments.

Essential Skills & Competencies

Proven ability to plan, execute, and manage multiple training initiatives across internal teams and decentralized PSP partners.

Strong understanding of adult learning principles and curriculum development for operational, clinical, and system-based training.

Experience supporting training in patient support programs or healthcare environments with third-party and decentralized service models.
Strong understanding of the operational, compliance, and quality considerations when training external PSP partners.

Demonstrated success designing onboarding training programs that improve engagement, retention, and time-to-productivity for both employees and partners.

Ability to clearly convey complex PSP workflows, system processes, and compliance requirements to diverse internal and external audiences.

Skilled at building trust and alignment with cross-functional teams and external partners in regulated environments.

Data-driven approach to measuring training effectiveness and implementing improvements that support patient outcomes and program quality.

Comfortable operating in a fast-paced, evolving PSP environment with frequent program launches, client requirements, and regulatory updates.

Education & Experience

College or university degree in Business Administration, Science, or a related field, or an equivalent combination of education and experience (university degree preferred).
Minimum of 3–5 years’ experience in training management, preferably within Patient Support Programs or a related field.
Advanced proficiency in Microsoft Office applications.
Experience within the pharmaceutical or healthcare-related industries is considered an asset.

Experience with project management and/or reimbursement programs is considered an asset.
Bilingual proficiency in English and French is considered an asset

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Manager – Training and Decentralized (Patient Support Program)