Manager, Specialty Patient Services - Express Scripts Canada

Job Title: Manager Specialty Patient Services Location: Mississauga Employment Type:   Permanent Reason for Vacancy: Replacement Work Arrangement: Hybrid Department Name: Advocate Services Pay Typed:

Pay Range:  $88,000 – $117,000 Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role.

Express Scripts Canada (ESC) is a leading health benefits management company. Serving over 12 million members, we help insurance carriers, third party administrators, and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc., one of the largest pharmacy benefit management (PBM) companies in North America, part of The Cigna Group (NYSE: CI), a global health company. Together, we deliver innovative, cost-effective solutions that improve access, affordability, and health outcomes for Canadians.

As Part of the Specialty Programs team, the Manager, Specialty Patient Services contributes to implementing and executing strategies as they relate to Specialty patients, initiatives and operations. Reporting to the Senior Manager of Specialty Programs of Pharmacy, the Manager, Specialty Patient Services leads a team of direct reports supporting patients, pharmacies, Patient Support Programs and other stakeholders in an expert advisory capacity. This role provides technical & advisory support to the Specialty Support Services team and acts as an escalation contact for complex eligibility issues.

Lead workforce planning, budgeting, and forecasting activities, ensuring effective utilization of resources and alignment with organizational objectives and growth strategies. Develop and present executive-level reports, business insights, and strategic recommendations to senior leadership, translating operational data into actionable plans. Build and maintain strong cross-functional partnerships with internal and external stakeholders to drive strategic initiatives, improve patient experiences, and deliver business outcomes. Lead, coach, and develop a high-performing Specialty Patient Services team, fostering a culture of accountability, engagement, continuous improvement, and patient-centered service excellence. Drive operational excellence by managing team capacity, scheduling, workflow distribution, and resource allocation to optimize service delivery, maximize efficiency, and ensure timely patient support. Own department performance by establishing clear goals, monitoring key performance indicators (KPIs), and ensuring achievement of service, quality, productivity, and business objectives. Foster a people-first culture through regular coaching, performance management, succession planning, and talent development to strengthen team capability and support career growth. Ensure onboarding, training, and ongoing development programs are effective, equipping team members with the knowledge, tools, and process documentation required to perform successfully. Champion change management initiatives, ensuring the successful implementation of new programs, processes, technologies, and best practices across the Specialty Patient Services function.

College or university degree or equivalent 3+ years of leadership and management experience. Experience in specialty pharmacy, patient support programs, reimbursement, or healthcare operations. Strong knowledge of pharmacy benefits, patient support programs, provincial drug coverage, specialty medications, reimbursement processes. Strong business acumen with an ability to manage process to deliver optimal value to ESC and its clients Registered Pharmacy Technician Certification considered an asset Strong working knowledge of CRM software and other business