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.
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
Express Scripts Canada is a Cigna company
Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.
About Express Scripts Canada
Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.
It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.
We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.
We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.
We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.
If you require accommodation in completing the online application process, please email: eschr2@express-scripts.com Do not email eschr2@express-scripts.com for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group is a global health company committed to creating a better future built on the vitality of every individual and every community. We relentlessly challenge ourselves to partner and innovate solutions for better health.
The Cigna Group includes products and services marketed under Cigna Healthcare, Evernorth Health Services or its subsidiaries. The Cigna Group maintains sales capabilities in more than 30 countries and jurisdictions, and has more than 190 million customer relationships around the world.
