Patient Operations Manager

Purpose

Patient Support Programs (PSP) are an integral part of our Patient Centric commitment. This role manages PSP operations for different therapeutic areas. Will be responsible for program development, training and operational excellence to assure program effectiveness and exemplary patient support. PSP operations includes but not limited to vendor management, call center operations, promotional materials development, information technology management, system upgrades, process re-engineering to enhance/improve patient support, performance metrics analysis.

Responsibilities

• Responsible for the operations of the different therapeutic areas Patient Support Programs, facilitating Patient Program enhancements, including but not limited to new technology, budget, resource analysis and external relations
• Responsible for managing third party vendor contracts
• Collaborate with the Patient Relations Manager and Commercial Managers to develop KPIs, ensure reporting systems are in place and provide monthly performance updates to the team
• Manage projects and provide input into broader projects/strategic direction of the Patient Relations organization. Ensure defined projects achieve high standard of performance measuring KPIs, compliance monitoring and customer service level
• Define, measure and address vendor service level achievement
• Manage the creation, updating, and tracking of SOPs (standard operating procedures) within the Patient Relations organization
• Working with the brand teams and within the matrix organization to secure the compliant implementation of projects and maximization of performance
• Facilitating training to Third Party Vendor partners

Significant Work Activities:

• Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hr day) is required
• Frequent to continuous computer usage (greater or equal to 50% of the workday) is required