Sr Manager Patient Services Operations

The Senior Manager Patient Services operates as a therapeutic area program lead overseeing the delivery of US patient services across multiple vendors within that franchise. Responsibility includes operational development, maintenance and execution of CSL Behring patient services programs as the dedicated lead for patient services for one of CSL Behring’s US commercial franchises. The individual will drive alignment across programs to ensure compliance with all applicable privacy standards and driving cost and operational efficiencies.  This position will interface with a multidisciplinary team with members from Marketing, Sales, Medical Affairs, Compliance, Reimbursement, Healthcare Systems and Operations.  Some domestic travel required.

In addition to operating as the US franchise lead for delivery of patient services, this role will assume responsibility as lead subject matter expert in one specific service area within Copay, Hub Operations, Free Goods (trial, samples, assurance, patient assistance program) or Clinical/Nursing support services.

Main Responsibilities:

• Franchise lead for management of operational activities of all relevant brand patient services programs establishing standards for service delivery in alignment with all relevant policy and procedures and ensuring execution adherence to these standards.
• Actively collaborate across US commercial functions. A strategic partner to the brand team and interfacing with all US commercial disciplines (operations, marketing, sales, health care systems, medical affairs, legal, compliance) as franchise patient service lead.
• Identify and provide analysis and performance review of programs. Analyzes program-specific performance data, establishes & implements plans to achieve strategic goals & key program success indicators.
• Operates as the dedicated subject matter expert for US commercial operations across the commercial portfolio in one of the following services: Copay, Free Goods, Hub Operations, Clinical/Nurse Support. This includes provision of strategic guidance across the business on evolving best practice within the subject matter area and leading development of CSL Behring program design, vendor management & operational service to ensure CSL is providing a best in class service to patients.
• Develops implements and maintains Standard Operating Procedures to align programs with state and federal regulations to service the patients based on changes related to the industry, system and the processing of the order in addition to the needs of the business. Communicate all SOP requirements and updates to all internal and external stakeholders, ensuring 3rd Party compliance with all applicable SOPs.  Additionally, ensure that all 3rd Party personnel complete all training required by SOPs including appropriate documentation to enable continued compliance.
• Develops & implements plans, policies, procedures, budgets, performance accounting & tracking processes.
• Manages and ensures there is a high level of focus on customer service and client relations. Ensures that customer complaints and inquiries are satisfactorily resolved. Oversees adherence to customer related escalation and exceptions process.
• Develops a solid understanding of patient behavior and patient trends and how to create or evolve programs and services that will be valued by our customers

Qualifications:

Bachelor degree in business/marketing or science discipline; MBA a plus

7+ years' relevant commercial operations experience, within the pharmaceutical industry including experience managing delivery of patient service programs.

Experience diagnosing and resolving complex issues • Knowledge of relevant legal, compliance and regulatory requirements

Proficiency with Microsoft Office; SAP experience preferred Different qualifications or responsibilities may apply based on local legal and/or educational requirements.