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
