Senior Manager Patient Services Operations Lead

4 days ago

King of Prussia, Pennsylvania, United States BioSpace, Inc. Full time
Job Details

The Senior Manager Patient Services Operations will oversee the delivery of US patient services across multiple vendors within a specific franchise. This role will be responsible for 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 drive 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 is 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, serving as a strategic partner to the brand team and interfacing with all US commercial disciplines (operations, marketing, sales, healthcare systems, medical affairs, legal, compliance) as franchise patient service lead.
  • Identify and provide analysis and performance review of programs, analyzing program-specific performance data, establishing and implementing plans to achieve strategic goals and key program success indicators.
  • Operate 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, and operational service to ensure CSL is providing a best-in-class service to patients.
  • Develop, implement, and maintain Standard Operating Procedures to align programs with state and federal regulations to service patients based on changes related to the industry, system, and processing of orders, in addition to the needs of the business. Communicate all SOP requirements and updates to all internal and external stakeholders, ensuring third-party compliance with all applicable SOPs. Additionally, ensure that all third-party personnel complete all training required by SOPs, including appropriate documentation to enable continued compliance.
  • Develop and implement plans, policies, procedures, budgets, performance accounting, and tracking processes.
  • Manage and ensure a high level of focus on customer service and client relations, ensuring that customer complaints and inquiries are satisfactorily resolved. Oversee adherence to customer-related escalation and exceptions process.
  • Develop 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's 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.

Our Benefits
CSL employees who work at least 30 hours per week are eligible for benefits effective day one. We are committed to the wellbeing of our employees and their loved ones. CSL offers resources and benefits, from healthcare to financial protection, so you can focus on doing work that matters. Our benefits are designed to support the needs of our employees at every stage of their life. Whether you are considering starting a family, need help paying for emergency backup care or summer camp, looking for mental health resources, planning for your financial future, or supporting your favorite charity with a matching contribution, CSL has many benefits to help achieve your goals.

Please take the time to review our benefits site to see what's available to you as a CSL employee.
About CSL Behring
CSL Behring is a global leader in developing and delivering high-quality medicines that treat people with rare and serious diseases. Our treatments offer promise for people in more than 100 countries living with conditions in the immunology, hematology, cardiovascular, and metabolic, respiratory, and transplant therapeutic areas. Learn more about CSL Behring.

We want CSL to reflect the world around us
As a global organization with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL.

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