Sanofi Group Associate Director, Patient Support Services, Hemophilia in Cambridge, Massachusetts
The Associate Director, Patient Services will report into the Director of Patient Services for Rare Blood Disorders. The AD is responsible for the overall patient journey – assessing and implementing services and education and identify how we can increase the quality and efficiency of these services. This position will need to ensure that we meet the patient preferences for engagement. Actively review market research, collect insights from field/case managers and assess data to evolve program offering. This position will be responsible for managing the day to day operations of the Hemophilia Blood Disorders Patient Support Programs (PSP), including vendor and performance management. This position will also partner with Quality and Compliance to ensure to all members involved in the Patient Support Programs remain compliant to all relevant SOPs and Work Instructions. This role will lead projects related to the optimization of the patient and provider support, including management of program SOPs, call guides and workflows, program reporting and metrics, as well and interface with partner support programs such as Copay, PAP, Case Management and Nursing Support.
Build and operationalize best-in-class services to support the rare blood disorders community.
Assess service levels and capabilities needed for current services.
Ensure compliance with pharmacovigilance monitoring and reporting requirements. Ensure compliance with Sanofi Genzyme policies.
Recommend capabilities to scale personalized services. Identify opportunities to streamline processes, leverage technology and champion continuous improvement.
Develop and maintain knowledge management tools, Work Instructions, SOPS and workflows. Ensure approved resources are available to support patient needs.
Develops annual contracts for PSP and manage day to day contract compliance
Provide direction and guidance to vendor partner(s) on program structure and day-to-day program operations
Participate in building and driving efficiencies with CRM system in a SAFe® process for program enhancements and new projects.
Manage expenses and budget of programs in AD remit
Develops, maintains and updates patient support program communication templates (letters, emails, faxes, SMS) to ensure compliance with PRC requirements and partner closely with IT and Suppliers to ensure that approved program communication templates are being utilized.
Ensure PSP members are trained on all applicable requirements and maintain accurate training records per SOPs
Oversee the monthly reconciliation process for Adverse Event (AE) reporting of vendors providing support to Rare Hem products
Partner with PSS manager to review and have oversight of PAP and copay assistance programs
Manage multiple patient and provider support program projects that require alignment of internal and external resources within specified timelines
Build and sustain strong working relationships with key internal stakeholders, including CRM managers, field sales, customer operations, patient access, corporate accounts, commercial operations, business analytics, market access, marketing, legal and finance
Implement, monitor and analyze program data/reporting and key performance metrics
Identify trends and present data insights and complex issues in a clear and concise manner
Act as the internal primary point of contact for hemophilia patient program issues, address and resolve escalated issues, and implement improvements to avoid recurrence
Serve as the liaison to the sales and market access teams
Key point person for launch planning and implementation within patient services as applicable to hemophilia products
Be an active leader on the Patient Services leadership team as we build our best in class patient experience model. Be a leader for change.
Share best practices across different Sanofi Genzyme Patient Services therapeutic areas
Knowledge, Skills & Competencies / Language
BS/BA Degree Required
Experience with Product Launches
Seven years of of biotechnology/pharmaceutical experience. Three to five years management in Pharma Industry Patient Services
Experience in Patient Services, program management, patient experience mapping process, flow design, and IT requirements building
Experience with call center technology, which includes CRM systems (Veeva, Salesforce), knowledge management systems, telephony systems and reporting software
Comprehensive knowledge of compliance and regulatory environment for pharmaceutical manufacturers and patient support programs
Understanding of the reimbursement process, billing/coding, insurance plans, payer trends, financial assistance programs (co-pay, PAP, GAP), charitable access and related resources
Ability to learn quickly, perform and deliver projects in a complex fast paced environment
Possess a desire to make a difference, work well independently as well as contribute within a collaborative multidisciplinary team
Language requirements: English required; bilingual is a plus
Six Sigma or AGILE experience a plus
Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.
At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.
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