Senior Manager, Patient Support
Posted on Apr 6, 2021 by Radius Health, Inc.
The Sr. Manager, Patient Support is responsible for managing all aspects of Radius patient support programs. This means responsibility for the day-to-day operations of these programs and the development, implementation, and optimization of these programs. This includes hub, Clinical Educator Network, and the patient assistance program ( patient support services ). The Sr. manager will implement the strategy for ensuring excellent service for Radius patients and HCP customers. This includes leading all partner teams to execute programs, track performance and guide continuous improvement.
The position will be responsible for developing, implementing, and managing all aspects of the patient support services that are focused on providing new patients and their prescribing physician with information via the Together with TYMLOS program.
Define the overall customer care strategy and drive the ongoing development of Radius's customer support function.
Recommend and implement other functional operations that deliver against customer support objectives prior to, during and after the HCP's decision to prescribe Abaloparatide.
Supports and implements the strategy for patient support services in collaboration with stakeholders, including Marketing, Sales, Market Access, IT, Finance and Medical Affairs.
Collaborates with marketing, sales, and patient access to develop and maintain patient support service materials, forms, talking points, scripts, and other related materials.
Oversee and collaborate with program vendors as necessary to facilitate data and implementation, applies best practices and lessons learned to support a comprehensive best in patient support services.
Develop and oversee an operations compliance plan that ensures adherence to regulatory requirements and HIPPA rules and regs.
Develops streamlined/efficient operational processes.
Ensures compliance with all requirements.
Manages the day-to-day activities with multiple partners including our HUB partner, Clinical Educator Network, and patient assistance program partner.
Manage vendor relationships and contracts for programs.
Trains new hires and provides updates on patient programs to field teams.
Develops performance and operations metrics and tracks delivery of programs and activity against KPIs - and recommends opportunities for improvement.
Manage and resolve issues and escalations that occur through the normal course of business.
Create and maintain metrics reports on marketing activities, effectiveness, and business impact.
Work with Sales Ops and Advanced analytics teams where necessary to ensure metrics are shared and incorporated into reporting tools.
Partner with Commercial IT regarding database and business rules implementation for data feeds, storage, reporting and analyses.
Manages and ensures there is a high level of focus on customer service and client relationships. Ensures that customer complaints and inquiries are satisfactorily resolved.
Collaborate with Legal on contracts related to patient support services.
Collaborate with Finance on budgets and accruals for patient support services.
7+ years' experience in the pharmaceutical industry including positions in commercial operations.
Understanding of, and experience with Specialty Pharmacy product distribution
Understanding of, and experience with execution of patient financial assistance programs
Experience working within a customer care or customer operations team or group.
Demonstrated ability to work cross-functionally.
Strong project management and analytical skills that enable ability to execute multiple complex projects with tight deadlines: strong attention to detail and follow-through.
Experience in sales force technology platforms, software, and data management.
Possess critical business thinking skills and be comfortable with processes, analytics, desktop tools, software solutions, Matrix management and budget management.
Exemplary technical writing skills - the ability to quickly draft documents and lead the team through the editorial process.