Reference Number: R2876001
Position Title: Patient Support Specialist
Department: Patient Support Services Specialty Care Canada
Location: Toronto, ON (Hybrid)
About Sanofi
We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.
About the Job
Join the team transforming care for people with immune challenges, rare diseases, cancers, and neurological conditions. In Specialty Care, you’ll help deliver breakthrough treatments that bring hope to patients with some of the highest unmet needs.
The Specialist, Patient Support Process is a influential team member with the experience to help drive innovation within Sanofi Canada's Patient Support Services. This individual reports directly to the Head, Patient Support Services, and is a member of the Sanofi PSS team.
The individual is responsible for identifying gaps and developing short- and long-term process improvements across Sanofi Specialty Care and General Medicines Canada patient programs. Working alongside the Patient Program Leads, this individual helps ensure each program delivers consistent, high-quality, and compliant support, while enhancing the experience of both patients and healthcare professionals at every touchpoint.
The Specialist, Patient Support Process is accountable for developing and implementing best practices that bring consistency across the patient programs offered in our portfolio. This includes introducing digital tools to evolve PSS operations, ensuring compliance with local and global processes, and supporting audit readiness and response requirements.
Main responsibilities:
Process Improvement
Identify gaps across PSS programs and strategically design and implement process improvements
Implement best practices and ensure consistency across programs
Apply process improvement methods to strengthen the PSS experience at key touchpoints across the patient journey
Pinpoint where patients may fall out of a program and design workflow changes to address them
Own the end-to-end delivery of process improvement initiatives
Digital Enablement
Bring in digital tools and capabilities to evolve PSS operations
Support the rollout of new indications and PSS initiatives, including new digital capabilities, by tracking and communicating project status
Program Oversight
Maintain visibility across PSS programs to flag common challenges and opportunities for more consistent ways of working
Establish and maintain consistent standards and best practices across the Patient Program Leads' programs
Assess the operational performance of current programs and recommend design changes to improve patient and HCP satisfaction
Build a solid understanding of the patient pathway, drawing on internal partners and insights to inform recommendations
Vendor & Cross-Functional Collaboration
Apply sound vendor management practices to support strong, well-coordinated partnerships
Work with franchise and cross-functional stakeholders to shape processes that improve PSS efficiency and effectiveness
Build understanding of other functions' priorities and respond with practical PSS solutions
Present findings and recommendations clearly to partners, grounded in a solid understanding of program operations
Compliance & Audit Readiness
Ensure compliance with local and global PSS processes
Support audit readiness and response requirements
Strategic Support
Contribute to shaping strategies with stakeholders to help deliver shared milestones
About You
Required Qualifications:
Strong patient focus, passion, and results orientation
Bachelor's degree; a relevant master's degree is a plus
1-3 years of relevant pharmaceutical experience, including exposure to Patient Support Services
Experience working…