Director shaping employee experience, communications, DEI, and workplace culture at Safe Software. Improving life at the company behind FME, an enterprise data integration platform.
About the role
- Senior Director overseeing large-scale patient programs and client satisfaction at Sentrex Health Solutions. Driving innovation and operational excellence in a collaborative health services environment.
Responsibilities
- Provides overall leadership and oversight of program operations, intervening when needed to ensure all client deliverables are met.
- Ensures proactive resourcing through regular reviews with directors and ongoing coaching to support high-quality client communication.
- Identifies, documents, and mitigates risks through a structured risk-management process.
- Anticipates operational issues and drives action plans with consistent follow-up to ensure timely resolution.
- Ensures all client interactions are consistent, solutions-oriented, and aligned with service.
- Builds and maintains strong, positive relationships with internal teams, clients, and external partners.
- Develops, implements, and maintains the PSP escalation process to optimize operations and resolve issues efficiently.
- Owns the PSP Continuous Improvement Process (CIP) and communicates insights and impact to cross-functional partners.
- Ensures all program changes follow the established change-request process and provides coaching to the team on its use.
- Focuses on process workflow improvement and ideation around opportunities to streamline process for programs in partnership with Pharmacy, IT and other associated teams to optimize the patient and provider experience.
- Owns the development and review of MSAs and SOWs, ensuring alignment with strategic and operational priorities.
- Conducts quarterly contract reviews to track renewal timelines and initiate required actions.
- Oversees adoption and utilization of the PSP change-request (CR) process.
- Supports business development through capability presentations, proposal development, pricing models, and pitch preparation.
- Partners with BD to execute and evaluate new program launches and manages the BD-to-PSP handoff process.
- Maintains the PSP Road Map and ensures alignment with corporate strategy, OKRs, and organizational objectives.
- Prepares and updates budgets, forecasts, and strategic planning materials several times per year.
- Represents PSP in corporate forums related to strategy, issue management, budgeting, and business planning.
- Defines operational and resource requirements with a focus on profitability, scalability, and long-term sustainability.
- Collaborates with program management to enhance brand support, including opportunities for PSP innovation and real-world evidence.
- Promotes cross-functional collaboration to ensure organizational alignment in patient services.
- Develops and reports key program metrics and KPIs to the senior leadership team on a quarterly basis.
- Collects and analyzes client and patient feedback to assess satisfaction and identify improvement opportunities.
- Owns PSP revenue and OPEX targets and applies financial management principles to support organizational goals.
- Reviews monthly P&Ls and presents PSP financial performance.
- Builds and maintains trusted relationships with key clients and external partners, including infusion and nursing providers.
- Maintains a network of professionals and consultants to support emerging project needs.
- Participates in manufacturer strategy discussions and contributes PSP insights to broader business planning.
- Demonstrates accountability and a solutions-focused approach to closing performance gaps and driving continuous improvement.
Requirements
- Bachelor’s degree in Health Sciences, Nursing, Pharmacy, Business, or a related field;
- Master’s degree (MBA, MSc) preferred.
- 10-15+ years of progressive experience in patient programs, patient services, healthcare operations, or life sciences.
- Minimum 5+ years of experience leading complex, large-scale programs with a strong operational leadership background.
- Demonstrated expertise in designing, scaling, and optimizing patient programs across the full patient journey, including access, reimbursement, hub services, and PSPs.
- Proven ability to manage complex vendor relationships and collaborate effectively with Medical Affairs, Commercial, Legal, Compliance, and Pharmacovigilance.
- Experience launching or transforming specialty patient programs considered an asset.
- Strong understanding of emerging technologies, industry trends, and their strategic impact on key clients.
- Dynamic leadership capabilities with a track record of motivating multidisciplinary teams and fostering continuous learning.
- Strong financial acumen with the ability to interpret financial data, manage budgets, and review monthly P&Ls.
- Exceptional project management skills with experience leading initiatives from concept through implementation.
- Strong analytical, conceptual, and problem-solving skills, including the ability to develop innovative solutions and new program concepts.
- Demonstrated critical thinking and creativity in addressing internal and external client needs.
- Strong interpersonal and leadership skills with the ability to develop, coach, and grow talent.
- High organizational agility with the ability to lead teams through change and model adaptability.
- Strong business acumen and strategic thinking capabilities.
- Formal operational qualifications (e.g., Six Sigma or equivalent) will be considered a strong asset.
Benefits
- Competitive Salary and generous vacation entitlement
- Wellness Program (5 paid days off for your well-being!)
- Paid Sick Days
- Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
- RRSP Matching Program
- Employee & Family Assistance Program
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