Manager, Specialty Patient Services - Express Scripts Canada

Job summary

The Manager, Specialty Patient Services leads a team to support specialty patients, pharmacies, and patient support programs while managing workforce planning and operational performance. They are responsible for building cross-functional partnerships, driving strategic initiatives, and ensuring service excellence through effective coaching and resource allocation.

Job details

The job profile for this position is Eligibility Manager, which is a Band 4 Management Career Track Role. Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success. Job Title: Manager Specialty Patient Services Location: Mississauga Employment Type: Permanent Reason for Vacancy: Replacement Work Arrangement: Hybrid Department Name: Advocate Services Pay Typed: Salary 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. About Us 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. Job Summary 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. Key Responsibilities 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. Qualifications: 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 development tools Excellent proficiency with MS Office Suite (Word, Powerpoint, Excel) Experience leveraging AI-assisted tools, automation, and digital solutions to improve operational efficiency, service delivery, and team performance. Effective organizational skills with exceptional attention to detail. Experience adapting to and learning new systems, technologies, and processes. Experience identifying trends and process gaps, analyzing information, recommending, developing and implementing creative and effective solutions and providing strategic input. Demonstrated problem-solving skills with a strong focus on quality, service excellence, and patient experience. Excellent interpersonal, communication, and relationship-building skills. Experience leading cross-functional projects and collaborating with diverse stakeholder groups Demonstrated accountability for achieving results, meeting performance objectives, and consistently delivering on deadlines. Why Join Us Competitive compensation, benefits and pension plan Career development and advancement opportunities A culture that celebrates innovation and collaboration Flexible work options and wellness programs Pre-Employment Requirements All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy. Within ESC, for certain positions, obtaining and maintaining a federal government security clearance is a bona fide occupational requirement. Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations. Failure to obtain or maintain the required clearance will result in withdrawal of the offer or termination of employment. Our hiring process includes AI-powered tools to conduct video interviews, take notes and score candidates; however, all scores will be reviewed by hiring managers and our Talent team before making a decision. Internal Applications Deadline: September 3, 2026 Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.

What you’ll do

The Manager, Specialty Patient Services leads a team to support specialty patients, pharmacies, and patient support programs while managing workforce planning and operational performance. They are responsible for building cross-functional partnerships, driving strategic initiatives, and ensuring service excellence through effective coaching and resource allocation.

Requirements

Candidates must possess a college or university degree and at least 3 years of leadership experience in specialty pharmacy, patient support, or healthcare operations. Proficiency in CRM software, MS Office, and knowledge of pharmacy benefits and reimbursement processes is required.

Benefits

• Competitive compensation • Benefits package • Pension plan • Career development opportunities • Wellness programs

Listed skills

• Change Management · Preferred
• Problem solving · Preferred
• Budgeting · Preferred
• Operational Excellence · Preferred
• Data analysis · Preferred
• Forecasting · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Workforce planning
• Budgeting
• Forecasting
• Strategic leadership
• Cross-functional collaboration
• Team coaching
• Operational excellence
• Performance management
• Change management
• Specialty pharmacy
• Patient support programs
• Reimbursement processes
• CRM software
• MS Office Suite
• Data analysis
• Problem-solving
• Operational Efficiency
• Support Services
• Accountability
• Workflow Management
• Organizational Skills
• Business Objectives
• Customer Relationship Management (CRM) Software
• Benefits Management
• Advocacy
• Talent Development
• Microsoft Access
• Microsoft Excel
• Adjudication
• Artificial Intelligence
• Data Analysis
• Automation
• Business Development
• Business Acumen
• Management
• Certified Pharmacy Technician
• Change Management
• Continuous Improvement Process
• Performance Management
• Leadership
• Growth Strategies
• Innovation
• Information Management
• Interpersonal Communications
• Problem Solving
• Key Performance Indicators (KPIs)
• Microsoft Office
• Operational Data Store
• Operational Excellence
• Operations

Job areas

• Healthcare
• Management & Leadership
• Customer Service & Support
• Administrative
• Patient Service Specialist
• Healthcare Administrator (General)
• Health Service Managers
• Medical and Health Services Managers