The Patient Support Manager deeply understands how to engage and address the unique needs of rare oncology and hematology disease patient communities.
The Patient Support Manager directs the company’s Patient Support Services, including the patient support hub, non-commercial pharmacy, and all assistance programs.
The Patient Support Manager assesses and adapts services and strategy to ensure patients have timely and affordable access to company’s therapies.
The Patient Support Manager also serves as the point of contact for the company’s trade and distribution network partners (SP/SD/3PL/etc.), supported as needed by the Head of Market Access.
Additionally, this role aids in the development and execution of new U.S.
patient service offerings.PRIMARY JOB FUNCTIONSDirect and manage the company’s patient support hub by establishing and monitoring program goals and key performance indicators, and by bringing analytical rigor to the patient services discipline and assisting the commercial business to make data-driven decisionsEnsure ongoing operational excellence of hub and other support program partnersUnderstand both the nuances of individual cases and be able to offer guidance to hub staff, recognizing trends and patterns that must be addressed to meet the overall needs of patients and the businessEnsure hub performance is communicated to key stakeholders by developing and implementing performance dashboards and improvement plans as neededAssesses, plans, recommends, and executes strategies addressing patient-level barriers to product accessPartner with key stakeholders in Sales, Medical Affairs, and Marketing to ensure optimal communication and pull through of programsOptimize customer service and patient access to therapies by identifying emerging opportunities and leading innovation and driving program enhancementsCollaborate with patient advocacy groups and patient communities to understand needs and help the company deliver on those needs through patient servicesTravel, as necessary, with the field team to visit accounts, make presentations about company’s reimbursement strategy and services, attend commercial and other relevant business-related meetingsBuild and develop productive working relationships with external service providers and internal cross-functional stakeholders, such as data aggregators, specialty pharmacies and internal commercial operations and legal teamsEnsure effective and compliant implementation of Patient Financial Assistance programsServe as the main triage point with SPP/HUB and field access team to ensure that each patient is appropriately supported through the reimbursement processPartner with the Legal Team to ensure compliance with applicable laws and regulationsBachelors degree5+ years of relevant experience in the pharma/biotech industry, with previous experience in oncologyPrior patient support experience with a single biopharma asset preferredExperience with outpatient infused therapies desiredExperience developing and managing manufacturer hub operations or specialty drug patient services/call center experience with internal and external hub models is a plus.Proven track record developing and delivering patient access and continuity of care services in a high-impact and cost-effective way.Understanding of the oncology/hematology marketplace and the specific access support needs for patients with rare diseasesIn-depth knowledge of pharmaceutical manufacturer compliance, patient confidentiality, product reimbursement and product access requirementsKnowledge of US payer coverage and reimbursement environment, CMS policies pertaining to access services as a result of the Affordable Care Act, and pharmaceutical channel dynamicsIn-depth understanding of Medicare Part D (required)Knowledge of regulations and laws governing the protection of patient identifying informationRelevant strategic planning and execution skills including operations management, project/budget management, and working collaboratively with cross functional internal partners and external service partners.Excellent interpersonal, oral and written communication skillsStrong sense of urgency and self-motivation to achieve company’s goals and objectivesProactive, results-oriented, self-starter motivated by the desire to do the right thing for patients and caregiversA true team player – authentic, humble, professional, able to build a positive team spirit and lead teams through the ups and downs of drug development, puts success of the company and the overall commercial organization above own interests and support everyone’s efforts to succeed, grow, and developAbility and willingness to work effectively and seamlessly at multiple “altitudes” within the organization.
Maintains a “no job is too big or too small” attitude necessary to succeed in a start-up environment.OTHER REQUIREMENTSThis role can be a work-from-home position within California with travel to Los Angeles (twice per quarter; 3-5 days duration)Willingness to travel up to 25% for collaboration with field team members#LI-Remote