Senior Manager, Patient Services Operations
Hiring Manager: Nick Campbell ([email protected])
Description
BioMarin is the world leader in delivering therapeutics that provide meaningful advances to patients who live with serious and life-threatening rare genetic diseases. We target diseases that lack effective therapies and affect relatively small numbers of patients, many of whom are children. These conditions are often inherited, difficult to diagnose, progressively debilitating and have few, if any, treatment options. BioMarin will continue to focus on advancing therapies that are the first or best of their kind. Come join our team and make a meaningful impact on patients’ lives.
Who We Are
Our Commercial organization leads our global sales and marketing strategies around the world. Our integrated team continues to solidify BioMarin’s commercial presence in the United States and Europe and is rapidly growing in other regions, such as Latin America, the Middle East and Asia-Pacific.
Summary
The Senior Manager, Patient Services Operations will be a key member of the Patient Access Services & Channel Operations (PASCO) team. This position will be responsible for operational management and support for BioMarin’s Hub vendor partner and associated programs & services that compromise BioMarin RareConnections patient support program. They will provide day to day support and oversight of the Hub vendor to ensure exceptional customer experience and appropriate, compliant, operational excellence.
Responsibilities
- Act as the primary day-to-day contact for Hub vendor partner operations teams
- Identify, lead, and support the implementation of program/workflow enhancements that improve overall customer experience and patient access to treatment
- Drive innovation by identifying process improvements to enhance customer engagement and/or operational efficiencies
- Track and continually monitor Hub vendor adherence to all relevant SLAs and KPIs. Prepare and distribute required program reports to internal stakeholders.
- Participate in Hub vendor quality program activities such as calibrations, case & call audits, and compliance reviews. Identify areas of opportunity and ensure Hub vendor remediates effectively.
- Coordinate development and revision of SOP, Work Instructions, Job Aids to support the BioMarin RareConnections Programs
- Oversee the Hub budget and track spending to remain within planned scope
- Own the submission and gain approval of Hub operational materials (such as customer and patient correspondence), both new and on going
- Effectively handle and/or triage Hub escalations from BioMarin field teams (Sales, Nurses, Field Reimbursement Managers) to appropriate team members. Ensure resolution and follow up. Perform root cause analysis to identify escalation trends that should result in process improvements at Hub vendor.
- Facilitate training for all Program Team Members
- Ensure Hub vendor program(s) are properly staffed to support business requirements and objectives
- Model excellent customer service
- Travel as necessary to oversee effective program operations (~10%-20% travel required). Role is scoped to be fully remote.
- Ensure that the patient services hub remains compliant with all applicable laws, regulations, and guidance with BioMarin's policies and procedures.
- Perform responsibilities with a commitment to Compliance and a high ethical standard
Minimum qualifications
- Bachelor’s degree required
- 5+ years of biotech and/or pharmaceutical industry experience in patient services role managing operations either as the Hub vendor or manufacturer
- Experience managing strategic vendor relationships, preferably with patient services vendors
- Proven ability to communicate and present effectively to senior leaders and cross-functional teams
- Strong analytical and problem-solving skills, ability to deliver on objectives in a timely manner
- Excellent Excel, PowerPoint, and organizational skills
- Proven ability to work with and influence teams without direct authority
Preferred qualifications:
- Experience working for a patient services vendor
- Rare disease or other specialty therapy commercial experience
Note: This description is not intended to be all-inclusive, or a limitation of the duties of the position. It is intended to describe the general nature of the job that may include other duties as assumed or assigned.
Equal Opportunity Employer/Veterans/Disabled
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.