Patient Support Manager
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 FUNCTIONS
- Direct 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 decisions
- Ensure ongoing operational excellence of hub and other support program partners
- Understand 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 business
- Ensure hub performance is communicated to key stakeholders by developing and implementing performance dashboards and improvement plans as needed
- Assesses, plans, recommends, and executes strategies addressing patient-level barriers to product access
- Partner with key stakeholders in Sales, Medical Affairs, and Marketing to ensure optimal communication and pull through of programs
- Optimize customer service and patient access to therapies by identifying emerging opportunities and leading innovation and driving program enhancements
- Collaborate with patient advocacy groups and patient communities to understand needs and help the company deliver on those needs through patient services
- Travel, 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 meetings
- Build 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 teams
- Ensure effective and compliant implementation of Patient Financial Assistance programs
- Serve as the main triage point with SPP/HUB and field access team to ensure that each patient is appropriately supported through the reimbursement process
- Partner with the Legal Team to ensure compliance with applicable laws and regulations
ESSENTIAL QUALIFICATIONS & SKILLS
- Bachelors degree
- 5+ years of relevant experience in the pharma/biotech industry, with previous experience in oncology
- Prior patient support experience with a single biopharma asset preferred
- Experience with outpatient infused therapies desired
- Experience 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 diseases
- In-depth knowledge of pharmaceutical manufacturer compliance, patient confidentiality, product reimbursement and product access requirements
- Knowledge of US payer coverage and reimbursement environment, CMS policies pertaining to access services as a result of the Affordable Care Act, and pharmaceutical channel dynamics
- In-depth understanding of Medicare Part D (required)
- Knowledge of regulations and laws governing the protection of patient identifying information
- Relevant 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 skills
- Strong sense of urgency and self-motivation to achieve company’s goals and objectives
- Proactive, results-oriented, self-starter motivated by the desire to do the right thing for patients and caregivers
- A 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 develop
- Ability 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.